Service Center Analyst
Service Center Analyst
Posted on :
06-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
06-05-2025
Job Description
Who we are:
Makpar is a comprehensive professional and technical solutions provider for the Federal government. We combine functional and technical expertise in cloud engineering data management cybersecurity and emerging technologies to deliver mission success. We build the right IT solution for government clients by partnering with them to understand their WHAT WHY and HOW. Using our signature consulting methodology that we call The Makpar Way we help agencies navigate the ongoing changes in the Federal technology landscape. We succeed where others fail because of our connected and engaged workforce are dedicated to delivering success for our clients and the American people.
Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services.
When it comes to excellence we deliver. Learn more about our employer brand at Position:
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 serviceoriented and motivated individual to fill this role. The ideal candidate must reside within an hours commute of Washington D.C.
Role Specific Duties:
- 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; Bachelors degree preferred.
- Must reside within an hours 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.
- Certifications: 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 enterprise ticketing applications.
- Familiarity with BMC Remedy Service Management preferred.
- Human Resource IT application support experience preferred.
- Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
Benefits:
At Makpar Corporation we understand that we all need to balance work and life that is why we have a great benefits package excellent training and career development opportunities flexible work schedules along with a generous compensation package. At Makpar we believe in keeping our employees happy healthy and engaged. We pride ourselves in providing outstanding benefits creating environments where employees are encouraged to be themselves collaborate and be inquisitive in order to achieve goals.
Start your career today and be a part of something meaningful!
Makpar is an Equal Opportunity Employer.
Required Experience:
IC
Employment Type
Full-Time
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