Customer Support Analyst (Tier 2)

Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technology implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans

Softrams, acquired in November 2024, forms the core of Tria Federal’s new Public Health business unit. Tria Federal (Tria) is the premier middle-market Technology and Advisory services provider delivering mission-critical digital transformation solutions to Health and Public Safety agencies across the federal sector.

At Tria, we are a diverse and dynamic professional community driven by a mission rooted in service to colleagues, customers, and community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial wellbeing.

Job Description:   

We are looking for a highly skilled Tier 2 Customer Support Analyst to deliver high quality support to our user community. This role will be responsible for addressing escalated support issues, conducting deeper review and research to determine the correct path for resolution. In addition, this role will support the Tier 1 staff by providing guidance for resolution or surge support during heavy volume periods. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then we have a spot for you.   

Basic Requirements:   

• Ability to obtain a U.S. Federal Position of Trust clearance designation.   
• Must reside in and be able to perform work in the United States.   
• Must have lived in the United States for 3 of the last 5 years.   
• Bachelor’s Degree or 2 years’ experience equivalent experience in a related field. 
• Two or more years of proven experience in an IT service desk and customer service environment.   

Additional Qualifications:  

• Previous experience working on a Federal Service Desk project.    
• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).   
• Advanced problem solving and critical thinking skills to effectively address escalated issues.   
• ServiceNow knowledge or experience is a big plus.   
• Experience with cloud-based Call Center Software, specifically CXone.   
• Knowledge and/or experience of Agile methodologies in a Service Desk environment.   
• Experience with utilizing Atlassian tools like JIRA and Confluence.  
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.   
• Collaborate with Help Desk leadership to identify opportunities to improve processes or the user experience. 
• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.   
• Thrive in a collaborative environment and maintain a positive, professional demeanor.   
• Must be able to effectively and professionally communicate with management, peers and customers.   

Responsibilities:  

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk.   
• Track, research and resolve customer support requests escalated from the Tier 1 team.   
• Complete proper escalation for support requests not resolved at Tier 2 to the appropriate team.   
• Establish troubleshooting bridge calls with customers and other contractors, as needed, to resolve tickets.   
• Perform User Acceptance Testing and/or smoke testing for applications and tools as requested.   
• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed.   
• Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality.   
• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes.   
• Support the development, management and use of customer support scripts.   
• Assist with the preparation or maintenance of standard operating procedures and protocols.   

Public Trust Clearance:

This role requires the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship. 

Work Location:

We have open-collaboration offices in Leesburg, VA, Arlington, VA, and Baltimore, MD for those who may prefer to work on-site. However, Softrams, a Tria Federal Company, is a 100% remote-first team environment and works in the eastern time zone. Standard work hours are 9am ET to 5pm ET with flexibility around start and end times based on team needs.

About Softrams:

Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technology implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans.

Softrams, acquired in November 2024, forms the core of Tria Federal’s new Public Health business unit. Tria Federal (Tria) is the premier middle-market Technology and Advisory services provider delivering mission-critical digital transformation solutions to Health and Public Safety agencies across the federal sector.

At Tria, we are a diverse and dynamic professional community driven by a mission rooted in service to colleagues, customers, and community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial wellbeing.

EEO Statement:

Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at recruiting@softrams.com 

Know your rights poster: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf