What are the responsibilities and job description for the Support Center Analyst position at Dunhill Professional Search?
Support Center Analyst
Full Time Telework
US Citizenship Required
We are looking for a candidate with experience in a help desk environment to work on a project with the Department of Health and Human Services. This is a great role for someone looking to move into analyzing data and federal IT while working from the comfort of your own home!
The ER&R Support Center Analyst will need to process requests from stakeholders, determine the needed information, and articulate a response through both phone and email communications. Support Analysts will respond to inbound calls and emails and complete outreach as necessary. The Support Analyst must maintain a high level of accuracy, attention to detail, and professionalism in all communications with internal team members and issuers.
Organization and prioritization skills are extremely important in this position. The Support Analyst must be able to identify situations that require escalation. Most of a Support Analyst's work consists of customer service, email communication, phone communication, and working within spreadsheets and a CRM application.
Job Description
Analyze incoming cases to determine and relay applicable guidance to issuers
Provide exemplary customer service through phone and email
Answer inbound phone calls
Validate issuer requests and articulate any deficiencies back to the issuer to ensure all necessary information is gathered
Understand and follow escalation criteria to forward issues where the requests are not resolved promptly
Build and maintain positive working relationships with issuer points of contact
Manage and prioritize high caseloads during surge periods
Collaborate with Support Center colleagues and leadership to develop and improve processes
Assist with special projects as needed
Minimum Qualifications
Bachelor's Degree or equivalent OR 4 years' relevant experience in lieu of degree.
Experience in customer service.
Experience analyzing data or working on a helpdesk.
Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.
Candidates that do not meet the minimum qualifications will not be considered.
Other Job Specific Skills
Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook
Prior experience in scheduling and facilitating meetings
Able to perform in a fast-paced, deadline-driven environment
Good written and oral communication skills
Able to work some evenings or overtime as required
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