Call Center Analyst - Finance Desk

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Job Summary:
We are currently seeking a Finance Service Center Analyst (FM - SCA) for a full time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent, customer service oriented and motivated individual to fill this role.
Essential Functions:
Some of the primary responsibilities of this role include:

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email, and Fax) from customers
• Creating, tracking and resolving Financial application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer request to ensure accurate information and resolutions are provided
• Escalating customer requests that cannot be handled at the Service Center to the appropriate support team
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
• Creating, updating and retiring service center knowledge documentation
• Attend and participate in team meetings to surface and discuss process improvements and service offering changes

Education:

• High school diploma or equivalent. Bachelor's Degree preferred.
• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire

Knowledge Requirements:

• Critical thinking skills
• Active listening skills and effective communication strategies
• Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
• Human Resource application support experience preferred

Experience:
Two (2) years' of customer service experience. Service desk or Call Center experience preferred.
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Our Profile:
NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state of the art technologies, architectures, and life cycle management. We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management. We offer competitive salaries, an attractive benefits package, and the opportunity to learn from experts.
We are a high technology small business with long-standing U.S. Federal Government experience * Visionary executive leadership * Expert professional services team comprised of highly skilled engineers and software developers * Rapid growth over the last several years
NuAxis is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled. Employment contingent upon successful completion of background investigation.
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