NuAxis Innovations Hiring for Call Center Analyst – HR Desk at Denver, CO Full Time

Job description

We are currently seeking a Human Resources Service Center Analyst 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.

Essential Functions:

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 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

Education:

• 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

Knowledge Requirements:

• 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

Experience:

Two (2) + years of customer service experience. Service desk or call center experience preferred.

Job Type: Full-time

Job Type: Full-time

Salary: $19.00 – $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

Ability to commute/relocate:

• Denver, CO 80206: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location