Customer Support Analyst (5312)
Not Disclosed•Full-TimeOn-site
location_on1463, West Indianhead Drive, Tallahassee, Leon County, Florida, 32301, United States
About the Team
SMX is a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the Department of Defense to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success. We share your vision for the future and strive to accelerate your impact on the world, bringing cutting-edge technology and an expansive view of what's possible to every engagement.
Our delivery model harnesses deep technical and domain knowledge to provide forward-looking insights and practical solutions that power secure mission acceleration. As a core value, we invest in our people, offering a competitive mix of compensation, learning opportunities, and benefits to support our team members.
Work location
Work model: On-site
1463, West Indianhead Drive, Tallahassee, Leon County, Florida, 32301, United States
Tallahassee, Florida
Key Responsibilities
- check_circleMonitor and manage shared inboxes to ensure all user requests are addressed and followed up on
- check_circleIntake, triage, and respond to service desk tickets related to application access and functionality
- check_circleDocument, validate, and coordinate bug reporting and testing through the appropriate tracking system
- check_circleManage user provisioning and access requests for the application in accordance with established processes
- check_circleCreate, update, and maintain user-facing documentation and training materials
- check_circleCreate slide decks and supporting materials for quarterly debriefs including data and key insights
- check_circleProvide timely data and updates to the individual facilitating Office Hours
- check_circleCollaborate with internal team members to ensure smooth operations and consistent user support
- check_circleDevelop and maintain a strong working knowledge of the application to effectively troubleshoot issues
- check_circleServe as primary contact for users, responding to inquiries via email and service desk tickets
Requirements
- verifiedTwo (2) or more years of experience
- verifiedActive Secret Clearance
Nice to Have
Analytical mindset with interest in working with data and reporting. Experience with data visualization tools and/or SQL. Experience creating professional slide decks or user-facing materials. Familiarity with ticketing or issue-tracking systems. Willingness to align with East Coast hours during initial training and onboarding, with flexibility to transition to home time zone hours once fully trained.
Benefits & Perks
check_circleHealth insurancecheck_circlePaid leavecheck_circleRetirement benefits
Similar Job Opportunities
Frequently asked questions about Customer Support Analyst (5312) at SMX
What does a Customer Support Analyst (5312) at SMX do?expand_more
Day-to-day, the Customer Support Analyst (5312) at SMX will monitor and manage shared inboxes to ensure all user requests are addressed and followed up on; intake, triage, and respond to service desk tickets related to application access and functionality; document, validate, and coordinate bug reporting and testing through the appropriate tracking system; and manage user provisioning and access requests for the application in accordance with established processes.
What are the requirements for this Customer Support Analyst (5312) role?expand_more
SMX is looking for candidates who meet the following requirements: Two (2) or more years of experience; and Active Secret Clearance.
Where is the Customer Support Analyst (5312) role at SMX located?expand_more
Customer Support Analyst (5312) at SMX is based in 1463, West Indianhead Drive, Tallahassee, Leon County, Florida, 32301, United States. This is a on-site role.
Is this Customer Support Analyst (5312) job remote, hybrid, or on-site?expand_more
SMX has listed this Customer Support Analyst (5312) role as on-site.
How much experience is required for this Customer Support Analyst (5312) role?expand_more
Customer Support Analyst (5312) at SMX typically requires 2+ years of relevant experience at the mid level level.
What skills do you need for the Customer Support Analyst (5312) role at SMX?expand_more
Key skills for Customer Support Analyst (5312) at SMX include SQL; Data Visualization Tools; Ticketing Systems; and Issue-Tracking Systems.
What category does the Customer Support Analyst (5312) role belong to?expand_more
Customer Support Analyst (5312) at SMX is part of the it job category on Recrutus.