Customer Service Intermediate Associate Analyst

Work Schedule:
Wednesday night 8PM into Thursday morning 8AM

Thursday night 8PM into Friday morning 8AM

Friday night 8PM – 12AM

Saturday night 8PM  into Sunday morning 8AM

Work schedule is currently hybrid – Two 12 hour shifts worked onsite in the Newark, DE office and 2 shifts remote.

12 week training period will be facilitated during normal business hours, Monday - Friday, between 8am and 5:30pm. Three days will be onsite.

Must have the capability to work from home/remotely (PC, phone, reliable WiFi).

U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position.

Must pass an extensive background check which will be renewed every 5 years while in this position.

Key responsibilities:
•    Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry.
•    Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures.  Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
•    Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact.  Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
•    Maintain or exceed key performance identifiers at or above published expectations.
•    Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.
•    Validation of high dollar amount file transmissions and escalate as needed.
•    Conduct user recertification process, user account management, security reporting, on-board/maintain agency and financial institution accesses in multiple applications.
•    Remain up-to-date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary. 
•    Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners.
•    Assist with the customer onboarding of new products for supported applications.
•    Send communications to an audience of up to 20,000 global customers for multiple applications.
•    Assist with User Acceptance Testing for new features and functions and perform post application release validations, compile results and report to Technology Teams.
•    Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.
•    Support the training and development of other team members and drive positive change to improve the client’s experience.
•    Support senior team members during stretch assignments.
•    Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage.
•    Manage process documentation including creating, reviewing and updating as needed.
•    Adhere to compliance PII and SBU standards and stay up to date on required training.
•    May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.

Job qualifications:
•    3+ years' experience in Help Desk and/or application support
•    Previous Customer Service experience preferred
•    Bachelor's degree or equivalent job experience 
•    Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems
•    Proficient in all Microsoft applications
•    Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels
•    Ability to present technical/analytical information to both non-technical and technical audiences
•    Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
•    Detail oriented with good organizational skills
•    Superior analytical abilities and innovative thinking skills
•    Ability to assess complex processes and deliver practical solutions
•    A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
•    Knowledge of Public Sector business a plus

• Schedule:
  • Wednesday night 8PM into Thursday morning 8AM<