Contact Center Customer Support Specialist

About the role

The Contact Center Customer Support Specialist II provides customer support services in a high-volume, multi-channel Health IT contact center environment. Essential duties include managing customer inquiries, identifying and resolving issues, and maintaining a positive service attitude.

Responsibilities

• Manage and process all inbound inquiries from customers via phone, email, chat, and ticket submissions.
• Identify and assess customer issues, researching solutions and troubleshooting problems to resolution where possible.
• Collaborate with internal teams to ensure stakeholders are informed of changes, emerging issues, and customer concerns.
• Adhere to department and agency Quality Assurance expectations.
• Perform additional duties as assigned.

Requirements

• The ability to obtain, maintain and access classified information at the Public Trust level.
• Strong customer focus and ability to maintain a positive service attitude.
• Proactive problem-solving skills with demonstrated attention to detail.
• Excellent documentation and communication skills (verbal and written).
• Knowledge of Microsoft Windows and Microsoft Office applications.
• Experience using enterprise ticketing systems such as ServiceNow Australia release or later.
• Knowledge of CRM platforms such as Microsoft Dynamics 365, ServiceNow, or other enterprise CRM tools.
• Familiarity with contact center softphone platforms (NICE CXone).
• HDI-CSA certification (required after hire).
• ITIL v4 certification (required after hire).
• Ability to work holidays, weekends, and alternate shifts when required.
• Must be able to obtain and maintain a public trust security clearance.

Qualifications

• A high school diploma required; college coursework or degree preferred.
• 3–5 years of customer service or contact center experience, preferably within Health IT, healthcare or federal programs.

Skills

• Microsoft Windows and Microsoft Office applications.
• Enterprise ticketing systems (ServiceNow Australia release or later).
• CRM platforms (Microsoft Dynamics 365, ServiceNow, or other enterprise CRM tools).
• Contact center softphone platforms (NICE CXone).

Benefits

• Medical
• Dental
• Vision
• Company Life Insurance
• Short-Term and Long-Term Disability Insurance
• 401(K) Immediate Vesting
• Professional Development Assistance
• Legal Aid Assistance Program
• Family Planning / Fertility Assistance
• Personal Time Off
• Observance of Federal Holidays

Pay

Compensation is commensurate with experience.

Schedule

Work schedule varies based on departmental needs.