Call Center Analyst - HR Desk

@ NuAxis Innovations

Call Center Analyst - HR Desk

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. Technology is our Passion. People are our Purpose. We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind. We believe happy employees do amazing work, so join our team NOW!

Position: Full-Time Call Center Analyst - HR Desk

Job Summary

This role involves providing remote customer support for Federal Government systems and applications via phone, email, chat, and fax. As a Call Center Analyst - HR Desk, you will create, track, and resolve HR application incidents while meeting Service Level Agreements (SLAs).

Essential Functions

• Handle incoming phone and electronic requests.
• Create, track, and resolve HR application incidents and service requests.
• Fulfill customer requests timely to meet SLAs.
• Research customer issues to provide accurate resolutions.
• Escalate cases that require further support.
• Update and maintain service center documentation.
• Participate in team meetings for 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.

Experience & Knowledge Requirements

• Minimum two years of customer service experience; service desk or call center experience preferred.
• Experience with enterprise ticketing applications; BMC Remedy Service Management is a plus.
• Human Resource application support experience is preferred.
• Strong critical thinking, active listening, and effective communication skills.

Our Profile

NuAxis Innovations stands for putting people at the center of every federal IT solution. We are an Equal Opportunity Employer. Employment is contingent upon a successful background investigation. Learn more about our benefits and culture.

Key skills/competency

Customer Service, Federal Systems, HR Support, Ticketing, SLA, Communication, Incident Management, Documentation, Escalation, Process Improvement