CSL Technical Analyst

POSITION SUMMARY

We are looking for a reliable and detail-oriented

CSL Technical Analyst to join our support team. This role requires consistent availability during designated work hours to handle incoming calls, assist with case management, and ensure accurate documentation of customer interactions. The ideal candidate is proactive, organized, and committed to delivering excellent service.

RESPONSIBILITIES

• Log in to Jive/GoTo systems promptly at the start of designated work hours
• Remain available and responsive to incoming calls throughout the shift
• Assist callers by gathering necessary information, submitting cases, and providing status updates
• Accurately capture call details using the established SharePoint Spreadsheet form
• Provide updates on existing tickets or coordinate follow-up from case workers
• Create trouble tickets in Salesforce on behalf of callers after collecting relevant issue details
• Escalate urgent or high-priority issues to the appropriate internal teams
• Redirect callers to more appropriate resources when necessary

QUALIFICATIONS

• 1+ years of customer service or call center experience
• Proficiency with Microsoft Office, Salesforce and Share Point
• Strong communication and organizational skills
• Ability to multitask and remain calm under pressure
• Experience in a help desk or technical support environment
• Knowledge of ticketing systems and escalation protocols

WORKING CONDITIONS

Standard Business hours are Monday through Friday. Occasional extended or weekend hours may be required based on operational needs.

BENEFITS

Sprezzatura offers a comprehensive and flexible benefit package to include:

• Medical, Dental, and Vision
• Health Saving Account (when enrolled in eligible plan) with Company contribution
• Company paid Life, Accidental Death, Short-term & Long-term Disability
• Voluntary Accident, Hospital Indemnity, & Critical Care Insurance
• Voluntary Medical & Dependent Care Flexible Spending Accounts
• Accrued Paid Time Off & Company Paid Holidays
• 401(k) Retirement Plan with Company match

WORK AUTHORIZATION

Sprezzatura participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S.

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that thrives at the intersection of technology, innovation, and impact. We specialize in secure, scalable, and human-centered digital solutions that accelerate government transformation. Our work spans Dev Sec Ops , health IT modernization, intelligent automation, benefits delivery, and digital communications. We partner with agencies ready to evolve-delivering not just strategy, but measurable execution.

Rooted in operational excellence and driven by curiosity, we help our clients navigate complexity with clarity-turning ambitious ideas into real-world outcomes. No buzzwords. Just impact.

EEO STATEMENT

Sprezzatura is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic. Applicants have the right to discuss, disclose, or inquire about compensation without retaliation. Reasonable accommodations are available for qualified individuals with disabilities.

This job description is not intended to be an employment contact and does not guarantee employment for any specific duration.

Required

Preferred

Job Industries

• Other