[Remote] Senior Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members, and civilians. They are seeking a highly skilled Tier 2 Customer Support Analyst to provide high-quality support, address escalated issues, and guide Tier 1 staff during high volume periods in a fast-paced federal healthcare IT environment.ResponsibilitiesProvide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help DeskTrack, research and resolve customer support requests escalated from the Tier 1 teamComplete proper escalation for support requests not resolved at Tier 2 to the appropriate teamEstablish troubleshooting bridge calls with customers and other contractors, as needed, to resolve ticketsPerform User Acceptance Testing and/or smoke testing for applications and tools as requestedAdhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followedNotify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionalityCollaborate with Help Desk leadership and other teams to communicate potential issues affecting volumesSupport the development, management and use of customer support scriptsAssist with the preparation or maintenance of standard operating procedures and protocolsSkillsAbility to obtain a U.S. Federal Position of Trust clearance designationMust reside in and be able to perform work in the United StatesMust have lived in the United States for 3 of the last 5 yearsBachelor's Degree or 2 years' experience equivalent experience in a related fieldTwo or more years of proven experience in an IT service desk and customer service environmentPrevious experience working on a Federal Service Desk projectExperience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services)Advanced problem solving and critical thinking skills to effectively address escalated issuesServiceNow knowledge or experience is a big plusExperience with cloud-based Call Center Software, specifically CXoneKnowledge and/or experience of Agile methodologies in a Service Desk environmentExperience with utilizing Atlassian tools like JIRA and ConfluencePossess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumesCollaborate with Help Desk leadership to identify opportunities to improve processes or the user experienceDemonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk HoursThrive in a collaborative environment and maintain a positive, professional demeanorMust be able to effectively and professionally communicate with management, peers and customersBenefitsCompetitive base salariesPerformance-based incentivesSpot bonusesReferral bonusesCompany OverviewTria Federal builds, modernizes, and operates mission-critical federal health platforms and programs. It was founded in 2021, and is headquartered in Arlington, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://triafed.com.