Customer Support Analyst (24x7 Operations)

Job description

Overview Edgewater Federal Solutions is seeking Customer Support Analysts to support a Department of Defense (DoD) client service desk environment. This role provides front‑line customer assistance in a fast‑paced, compliance‑driven operations setting, supporting users through phone, chat and self-service tickets. The Customer Support Analyst will be part of a 24/7/365 coverage team that will require working shifts to include afternoons, nights, weekends and holidays. Responsibilities: - Provide technical and functional support for the Defense Travel System (DTS). - Deliver travel support services across the Department of Defense (DoD) to DTS travelers, routing officials, Travel Managers, Military Recruits, and others seeking DoD travel assistance. - Research and advise customers on travel-related processes and regulations including the Joint Travel Regulations (JTR) and DoD Travel Financial Management Regulation. - Troubleshoot and identify issues with using the DTS. - Interact with users through live chat, telephone or desktop support software. - Collect and track incident information ensuring a quality end-to-end customer experience. - Conduct initial assessment, troubleshooting...