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Call Center Analyst - HR Desk

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Denver
    Remote

AI generated summary

  • You need a high school diploma (Bachelor's preferred), HDI Analyst Certification within 90 days, critical thinking, active listening, 2+ years in customer service, and experience with ticketing systems.
  • You will handle incoming requests via phone, chat, email, and fax, resolve HR issues, track incidents, escalate complex cases, and update knowledge documentation while ensuring timely service.

Requirements

  • 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.

Responsibilities

  • 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 requests 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

FAQs

What is the role of a Call Center Analyst - HR Desk?

The Call Center Analyst - HR Desk is responsible for providing remote customer support for Federal Government systems and applications, primarily through phone and electronic communications.

What are the essential functions of this position?

Essential functions include handling incoming phone and electronic requests from customers, creating and tracking HR application incidents, fulfilling customer requests, and participating in team meetings for process improvements.

What are the educational requirements for this position?

A high school diploma or equivalent is required, with a Bachelor's Degree preferred. An HDI Analyst Certification must be obtained within 90 business days of hire.

How many years of experience are required for this position?

Candidates should have at least two (2) years of customer service experience, with service desk or call center experience preferred.

Is experience with specific software required for this role?

Yes, experience with enterprise ticketing applications, preferably BMC Remedy Service Management, and human resource application support is preferred.

What skills are necessary for success in this role?

Critical thinking skills, active listening, effective communication strategies, and strong customer service skills are necessary.

What kind of work environment does NuAxis offer?

NuAxis promotes a supportive and teamwork-oriented work environment focused on making customer experience central to their solutions.

Is this position full-time?

Yes, the Call Center Analyst - HR Desk position is a full-time role.

Does this opportunity sound like a fit for everyone?

This opportunity is ideal for highly competent, customer service-oriented, and motivated individuals looking to contribute to improving federal government solutions.

Are there any specific diversity or equal opportunity policies at NuAxis?

Yes, NuAxis is an Equal Opportunity/Affirmative Action Employer, including for Veterans and Disabled individuals.

Putting people at the center of every government solution.

Technology
Industry
201-500
Employees
2002
Founded Year

Mission & Purpose

NuAxis Innovations is a tech company with a mission to put people first. We help government leaders modernize the right way by pairing innovative technology with customer experience and human-centered design. From the Department of Labor to Capitol Hill, we listen more, build faster, and create products that citizens love to use.