Call Center Analyst - HR Desk

@ NuAxis Innovations

Call Center Analyst - HR Desk

At NuAxis Innovations, our mission is to make customer experience (CX) the center of every government solution. We are a federal IT company that champions both technology and people.

Our Culture: Teamwork is a state of mind. We value thinkers, feelers, engineers, and artists who work hard and support each other along the way.

Job Summary: We are seeking a Human Resources Service Center Analyst for a full-time remote position. In this role, you will provide customer support for Federal Government systems and applications through phone and electronic communications (email, chat, fax). You must be customer service-oriented and motivated.

Essential Functions:

• Handle incoming phone and electronic requests from customers.
• Create, track, and resolve HR application incidents and service requests.
• Meet Service Level Agreements by fulfilling customer requests in a timely manner.
• Research customer requests to ensure accurate resolutions.
• Escalate requests when necessary to the appropriate support team.
• Maintain service center knowledge documentation.
• Participate in team meetings to discuss process improvements.

Education & Certifications:

• High school diploma or equivalent required; Bachelor’s Degree preferred.
• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) required within 90 business days of hire.

Knowledge Requirements: Critical thinking, active listening, effective communication, and familiarity with enterprise ticketing (BMC Remedy Service Management preferred) and HR application support.

Experience: At least two years of customer service experience, with a preference for service desk or call center experience.

If this opportunity sounds like a fit, join our talent community and apply now!

Key skills/competency

• Customer Service
• HR Support
• Incident Management
• Critical Thinking
• Communication
• Ticketing Systems
• BMC Remedy
• Problem Solving
• Team Collaboration
• Service Level Agreements