Call Center Analyst - HR Desk

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.Technology is our Passion. People are our Purpose. We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind. We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Call Center Analyst - HR Desk for a Full-Time position.Job Summary:We are currently seeking a Human Resources Service Center Analyst (HR - 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 customersHandling incoming electronic requests (Chat, Email, and Fax) from customersCreating, 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 providedEscalating customer requests that cannot be handled at the Service Center to the appropriate support teamUsing customer service skills to clarify customer issues and requests to ensure proper resolution or escalationCreating, updating, and retiring service center knowledge documentationAttend and participate in team meetings to surface and discuss process improvements and service offering changesEducation:High school diploma or equivalent. Bachelor's Degree preferred.HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hireKnowledge Requirements:Critical thinking skillsActive listening skills and effective communication strategiesEnterprise ticketing application experience - BMC Remedy Service Management experience preferredHuman Resource application support experience preferredExperience:Two (2) + years of customer service experience. Service desk or call center experience preferred. Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!Our Profile: We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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