Technical Support Analyst Security Clearance

Position: Technical Support Analyst with Security Clearance
Position Overview The Technical Support Analyst provides intermediate-level customer support for IDR Gateway sign-up, sign-in, organization setup, organization association, and user management activities, while also supporting related research, analysis, and operational tasks. This role maintains end-to-end ownership of customer support needs across phone, email, web chat, and back-office channels, ensuring timely resolution, adherence to service level agreements, and a consistently high-quality customer experience.

* PLEASE NOTE THERE ARE VARIOUS DAY SHIFTS AVAILABLE BUT ALL SHIFTS RUN EITHER TUES-SAT OR SUN-THURS, NO EXCEPTIONS. If you cannot work a weekend shift, please do not apply.

Key Responsibilities
* Provide intermediate-level inbound call, outbound call and email , support for customer inquiries related to IDR Gateway access, organization setup, association requests, and user management.
* Maintain end-to-end responsibility for customer support needs by delivering timely, reliable, accurate, and courteous service across all assigned channels.
* Research and analyze customer service issues to identify root causes, provide accurate information, and deliver effective resolutions in a timely manner.
* Provide monitoring support and customer outreach for issue follow-up, and requested resolution activities.
* Demonstrate advanced service skills by identifying underlying customer issues and recommending long-term solutions when appropriate.
* Log new cases and update existing cases to document each phone and email, interaction with customers in accordance with established procedures.
* Support back-office service activities required to complete research, issue tracking, and case follow-up.
* Identify workflow improvement opportunities and adapt effectively to revised processes, procedures, and operational requirements.
* Execute all support services in compliance with customer processing rules, published program guidelines, quality expectations, and service level agreements.
* Work with moderate supervision while consistently delivering dependable support and effective customer outcomes.

Required Qualifications
* High school diploma or GED.
* Minimum of 3 years of experience in customer service, public relations, or a related support environment.
* Demonstrated experience providing customer support in phone, email, chat, or back-office service channels.
* Excellent customer service skills and a strong commitment to providing quality service.
* Ability to provide effective customer service and interact tactfully and courteously with the public.
* Strong written and verbal communication skills.
* Exceptional problem-solving and organizational skills.
* Strong attention to detail and accuracy in documentation, case handling, and issue resolution.
* Ability to build and maintain positive working relationships and rapport with customers and colleagues.
* Ability to adapt to new processes, procedures, and operational changes.
* Ability to interact effectively with others in a team-based service environment.
* Ability to convey enthusiasm, professionalism, energy, and sincerity over the phone.
* U.S. citizenship required.
* Ability to obtain and maintain a Public Trust clearance.

Preferred Qualifications
* Experience supporting regulated programs, transaction-based processing, or case-driven service environments.
* Familiarity with IDR Gateway-related support activities, user account support, and organization association workflows.
* Experience researching processing status, data integrity issues, and customer-reported discrepancies.
* Experience working in a metrics-driven environment with service level agreement accountability.
* Knowledge of case management systems, customer interaction logging, and issue tracking processes.
* Experience identifying workflow improvement opportunities and contributing to operational efficiencies.
* Associate degree or additional training in customer service, business operations, or a related field. Job Specific Skills
* IDR Gateway customer support
* Intermediate customer issue resolution
* Multi-channel service delivery
* Case management and documentation
* Research and analysis
* Data integrity review
* SLA adherence
* Workflow improvement #cjpost