Makpar Corporation

Service Center Analyst

Makpar Corporation

full-time

Posted on:

Location Type: Remote

Location: Colorado • Washington • United States

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Tech Stack

ServiceNow

About the role

  • Providing remote customer support for Federal Government systems and applications.
  • 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.

Requirements

  • High school diploma or equivalent required; Bachelor's degree preferred.
  • Must reside within an hour’s 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.
  • 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 ticketing applications (Jira, ServiceNow, or other customer service tracking systems).
  • Familiarity with BMC Remedy Service Management preferred.
  • Experience providing technical support for any Human Resource based IT applications preferred.
  • **This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minimum of 3 years to obtain. **
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportincident managementservice request resolutiontechnical supportHR applications
Soft Skills
critical thinkingactive listeningcommunicationcustomer service
Certifications
HDI Analyst CertificationCSASCADST