Customer Service Intermediate Associate Analyst

Job description

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 advi...