User Support Analyst

This is a remote position.

Compass Pointe Consulting LLC, is a Maryland based, Woman Owned Small Business specializing in IT and Finance & Accounting Solutions and Services is looking for a User Support Analyst position to work 100% REMOTE. ONLY CONSIDERING CANDIDATES LOCAL TO MARYLAND, DC AND VIRGINIA.

MUST BE ABLE TO PASS A BACKGROUND INVESTIGATION / PUBLIC TRUST CLEARANCE

SCOPE OF WORK:

Candidate will receive inbound calls and provide functional customer service and application software assistance to business applicants of the Federal Grants Lifecycle. Candidate must be comfortable interfacing with highly educated specialists as well as applicants who are new to the grants process; must have ability and desire to learn quickly and apply knowledge effectively; and support the team mission to provide outstanding customer service.

Responsibilities

• Engage with a high volume of customers daily, respond to their software service
  
  

requests via telephonic and web-based communications.

• Triage problems and document triage methodology in CRM ticketing system.
• Troubleshoot and analyze system application issues accurately in a fast-paced
  
  

environment.

• Maintain accurate information and timely updates using a CRM ticketing system.
• Follow proper escalation guidelines.
• Experience supporting system issues with internal and external users.
• Review training material and other resources to accurately apply business
  
  

application knowledge when communicating with end-users.

• Work with team members and subject matter experts to document
  
  

/communicate changes to support the team mission.

• Analyze and correct system problems using documented procedures, available
  
  

tools, and personal knowledge and skills.

• Increase customer satisfaction by resolving issues.
• Participate in continuous improvement by generating suggestions, engaging in
  
  

problem- solving activities to support teamwork.

SKILL REQUIRED:

• Bachelor’s degree preferred
• 3-5 years of customer support experience providing functional support is
  
  

Preferred

• Application software support troubleshooting is a plus.
• Understanding of the Federal Grants process is a plus.
• Prior customer and end-user support experience required.
• Must have excellent communications skills.
• Knowledge and understanding of the System Development Life Cycle (SDLC) is a
  
  

plus.

• Excellent problem solving and analysis skills with the ability to effectively
  
  

troubleshoot and resolve or escalate problems.

• Use critical thinking to break down problems, evaluate solutions and make
  
  

decisions.

• Prior experience working with a ticketing system or other Help Desk tools.
• Ability to identify and utilize relevant resources to provide customers with
  
  

information and resolution.

• Strong research and resource management skills.
• Experience working within the National Institutes of Health, or another Federal
  
  

Agency is a plus.

• MUST BE ABLE TO PASS A BACKGROUND INVESTIGATION AND QUALIFY FOR A PUBLIC
  
  

TRUST CLEARANCE