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Government Contracting, Information Technology, Cybersecurity, Cloud Services

Customer Service Analyst (Tier 1)

RemoteRemoteFull TimeEntry-level (exp-based)Posted 17 days agoVisa sponsorship available

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Required skills

  • Tier 1
  • Customer Support
  • Federal
  • Healthcare
  • IT
  • United States
  • IT service desk
  • customer service
  • Federal Service Desk
  • Help Desk ticketing systems

Nice to have

  • ServiceNow knowledge
  • cloud-based Call Center Software
  • CXone
  • Agile methodologies
  • Service Desk environment
  • Atlassian tools

Role summary

Softrams is seeking a Tier 1 Customer Support Analyst for a federal healthcare IT environment. This role involves providing initial technical and administrative support for the CMS Technical Help Desk via phone, email, and other electronic methods. Responsibilities include resolving system access, functionality, and availability issues, ensuring first contact resolution, and adhering to established workflows and Service Level Objectives. The ideal candidate has 1+ years of experience in IT service desk and customer service, preferably within a federal healthcare setting. Experience with ServiceNow, cloud-based call center software (CXone), Agile, JIRA, and Confluence is a plus. A U.S. Federal Position of Trust clearance is required.

Who we are:

Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow.

We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply.

Job Description:

We are seeking a detail-oriented Customer Support Analyst (Tier 1) to provide high-quality, first-level support to our user community. This role serves as the frontline point of contact for incoming inquiries and is responsible for assisting users with account access, login issues, password resets, system navigation, and general system-related questions.

The ideal candidate thrives in a fast-paced, high-volume support environment and is comfortable following established workflows, scripts, and escalation procedures. This is a customer support-focused role centered on user assistance and issue triage and does not involve advanced technical troubleshooting or system engineering.

 What This Role Is:

  • A high-volume call center and service desk environment
  • A frontline customer support role
  • Focused on user guidance, account access, and system navigation
  • Structured around defined workflows, scripts, and escalation procedures
  • Critical to ensuring system accessibility and a positive user experience

    • What This Role Is NOT:

  • Not a hardware, network, or systems engineering role
  • Not responsible for log analysis, system monitoring, or root cause investigation
  • Not an IT technician or back-office technical support role
  • Not responsible for resolving system defects or backend issues

    • Basic Requirements:

  • Ability to obtain a U.S. Federal Position of Trust clearance designation
  • Must reside in and be authorized to work in the United States
  • Must have lived in the United States for 3 of the last 5 years
  • High School Diploma or equivalent
  • Minimum of 1 year of experience in a call center, help desk, or customer service environment

    •  

    Preferred Qualifications:

  • Experience supporting a Federal Service Desk, preferably within CMS or a healthcare-related environment
  • Familiarity with help desk ticketing systems such as ServiceNow
  • Experience working with cloud-based call center platforms (e.g., AWS Connect)
  • Exposure to Atlassian tools such as JIRA and Confluence
  • Ability to manage workload effectively in a fast-paced, remote environment while meeting Service Level Objectives

    •  

    Responsibilities:

  • Provide first-level support for a CMS Technical Help Desk, assisting users with account access, login issues, password resets, and general system navigation
  • Handle support requests across multiple channels including phone, chat, and ticketing systems in a high-volume environment
  • Review, triage, and respond to incoming inquiries with a focus on first contact resolution
  • Utilize CMS systems (e.g., NPPS, PECOS, IDM) to research, verify, and retrieve user account information in support of customer inquiries
  • Identify potential service disruptions or common user-reported issues and follow established procedures for escalation
  • Communicate system status updates to users, including planned and unplanned outages or service interruptions
  • Accurately document and track all customer interactions using the designated system of record
  • Follow established workflows, scripts, and standard operating procedures to ensure consistent and repeatable customer support
  • Collaborate with team members and leadership to escalate issues and share feedback on recurring user concerns
  • Support the maintenance of knowledge base content, scripts, and standard operating procedures as needed

    • Preferred Key Skills and Abilities

  • Strong verbal and written communication skills
  • Ability to follow established processes, procedures, and scripts with consistency
  • Strong attention to detail and organizational skills
  • Ability to multitask and manage high volumes of incoming requests
  • Customer-focused mindset with a professional and positive demeanor
  • Ability to work both independently and collaboratively in a team environment
  • Adaptability and flexibility in a dynamic support environment

    • Why Tria?What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

    As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

    California Consumer Privacy Act (CCPA)

    We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa.

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