NuAxis Innovations Call Center Analyst - HR Desk in Lakewood, Colorado
Call Center Analyst - HR Desk
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Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community.
We are currently seeking a Human Resources Service Center Analyst (HR - SCA) for a full time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent, customer service oriented and motivated individual to fill this role.
Some of the primary responsibilities of this role include:
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 request 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
High school diploma or equivalent. Bachelor's Degree preferred.
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire
Critical thinking skills
Active listening skills and effective communication strategies
Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
Human Resource application support experience preferred
Two (2) + years’ of customer service experience. Service desk or call center experience preferred.
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NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state of the art technologies, architectures, and life cycle management. We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management. We offer competitive salaries, an attractive benefits package, and the opportunity to learn from experts.
We are a high technology small business with long-standing U.S. Federal Government experience * Visionary executive leadership * Expert professional services team comprised of highly skilled engineers and software developers * Rapid growth over the last several years
NuAxis is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled. Employment contingent upon successful completion of background investigation.