Service Center Analyst

Benefits :

401(k)

Dental insurance

Paid time off

Vision insurance

Makpar has an exciting opportunity for a Service Center Analyst to join our growing team. 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. The ideal candidate must reside within an hour's commute of Washington, D.C.

We are seeking a Service Center Analyst for a permanent position.

• Position : Service Center Analyst
• Position Type : Full-Time Time-Remote
• L ocation : Washington, D.C or Denver, CO

Role Specific Duties / Role Responsibilities

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email, and Fax) from customers
• Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer requests 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

Required Qualifications :

• High school diploma or equivalent required; Bachelor's degree preferred.
• Must reside within an hour's commute of Washington, D.C or Denver, CO.
• Minimum of 2 years in customer service; experience in a service desk or call center environment preferred.
• HDI Analyst Certification (e.g., CSA, SCA, DST) required within 90 business days of hire.
• Strong critical thinking abilities.
• Excellent active listening and communication skills.
• Experience with ticketing applications (Jira, ServiceNow, or other customer service tracking systems).
• Familiarity with BMC Remedy Service Management preferred.
• Experience providing technical support for any Human Resource based IT applications preferred.
• This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minumum of 3 years to obtain

Employee Benefits :

Makpar offers a comprehensive benefits program including various options in the plan e.g. Health, Dental, Vision, 401k, PTO, and much more.

If you are interested in this position, please send me a copy of your latest resume at bob.hafiz with the information requested below : Also, please let me know what time / number is best to call to discuss this great opportunity. In case you are not interested in this position or this is not a right fit for you, please feel free to share this opportunity with your friends / networks or anyone you know who may be interested in this position. Thank you!

• Availability to start a new job
• Best Rates
• Contact #

Please don't hesitate to contact me with any question (s) you may have. All employment is decided on the basis of qualifications, merit, and business need.

Regards,

Bob Hafiz | Technical Recruiter

Representing Makpar

Phone : 703 962 6001 Ext.No.530

Direct : 703-936-0013

Makpar Corporation

8a / HUBZone / WOSB / EDWOSB

www.makpar.com

ISO 9001 : 2015

CMMI-DEV ML3 and CMMI-SVC ML3

Winner of SBA 2019 Subcontractor of the Year Award, Region

An Equal Opportunity Employer :

Makpar is proud to be an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital / parental / veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, other non-merit factors, or any other applicable characteristics protected by law.

This is a remote position.

Compensation : $20.00 - $21.00 per hour