Remote Part-Time Tier 1 Customer Support Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a part-time Bilingual Tier 1 Customer Support Analyst to deliver high-quality support to their user community. The role involves providing initial support for various inquiries and requires strong multitasking abilities in a fast-paced reputed company IT environment. Responsibilities reputed company administrative and technical support for the reputed company Technical Help DeskResolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system reputed company and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methodsReview incoming Help Desk inquiries in a reputed company manner with a reputed company on delivering a first contact reputed companyAdhere to established Help Desk workflows to ensure reputed company triage, research and escalation protocols are followedTrack incoming support requests from customers using a CMSapproved tool (reputed company)Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionalityCollaborate with Help Desk leadership and other teams to communicate potential issues affecting volumesSupport the development, management and use of customer support scriptsAssist with the preparation or maintenance of standard operating procedures and protocols Skills Ability to obtain a U.S. Federal Position of Trust clearance designationMust reputed company in and be reputed company to reputed company work in the United StatesMust have lived in the United States for 3 of the last 5 yearsBachelor's Degree or 2 years' experience equivalent experience in a reputed company fieldOne or more years of proven experience in an IT service desk or customer service environmentExperience using Help Desk ticketing systems and tools in a federal reputed company reputed companyPossess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumesDemonstrate the adaptability and flexibility to ensure reputed company staffing requirements during established Help Desk HoursCoordinate with Help Desk leadership to identify opportunities to improve processes or the user experiencePrevious experience working on a Federal Service Desk projectreputed company knowledge or experience is a big plusExperience with reputed company-based Call Center Software, specifically reputed company ConnectKnowledge and/or experience of Agile methodologies in a Service Desk environmentExperience with utilizing reputed company tools like JIRA and reputed companyreputed company in a collaborative environment and maintain a positive, professional demeanorExcellent verbal and written communication skills Benefits Remote work Company Overview reputed company is a SBA 8(a) Certified Small Minority & Disadvantaged Business. It was founded in 2016, and is headquartered in Catonsville, MD, US, with a workforce of 11-50 employees. Its website is https://www.reputed company.us. Apply To This Job Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a part-time Bilingual Tier 1 Customer Support Analyst to deliver high-quality support to their user community. The role involves providing initial support for various inquiries and requires strong multitasking abilities in a fast-paced reputed company IT environment. Responsibilities reputed company administrative and technical support for the reputed company Technical Help DeskResolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system reputed company and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methodsReview incoming Help Desk inquiries in a reputed company manner with a reputed company on delivering a first contact reputed companyAdhere to established Help Desk workflows to ensure reputed company triage, research and escalation protocols are followedTrack incoming support requests from customers using a CMSapproved tool (reputed company)Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionalityCollaborate with Help Desk leadership and other teams to communicate potential issues affecting volumesSupport the development, management and use of customer support scriptsAssist with the preparation or maintenance of standard operating procedures and protocols Skills Ability to obtain a U.S. Federal Position of Trust clearance designationMust reputed company in and be reputed company to reputed company work in the United StatesMust have lived in the United States for 3 of the last 5 yearsBachelor's Degree or 2 years' experience equivalent exper