Customer Support Analyst/Customer Support Analyst Senior

Customer Support Analyst or Customer Support Analyst Senior

Monday - Friday 10:00 AM - 7:00 PM

  • To be considered for this position, candidates must be a U.S. citizen, green card holder or permanent resident and have resided in the U.S. for a minimum of three consecutive years.
Position Summary - Customer Support Analyst

Acts as an intermediary between citizens, federal agencies and the Treasury to facilitate revenue collections and enhance the customer experience by providing timely, high quality customer support across multiple eGov products and services. Requires an individual well-versed in working with the public to answer informational questions and resolve payment processing issues. Is responsible for a variety of tasks including assisting customers make payments, correcting errors, general system feature & function questions and managing complaints. The position objective is to provide a positive customer experience and enhance the relationships between citizens, federal agencies and the Treasury.

Essential Accountabilities - Customer Support Analyst
  • Provides tier 1 customer support via telephone, email, text and live chat.
  • T roubleshoots user problems across multiple platforms related to system features, functionality, connectivity and availability.
  • Applies independent thinking to assess root cause and provide effective resolution or problem management.
  • Summarizes, analyzes and prioritizes the customer issue and recommend appropriate solutions.
  • Resolves customer complaints or recognize need to escalate more complex issues to technical, operations and/or management teams.
  • D elivers prompt, effective and professional solutions to customer problems or inquiries.
  • D evelops, maintains and demonstrates knowledge of the products and services offered.
  • P rovides general information and high-level training regarding supported products and services.
  • R esponds to customers in a professional and respectful manner.
  • E ncourages customers to leverage online resources to enhance understanding and experience.
  • A pplies tactics that ensure call quality is maintained to defined standards.
  • A ssumes ownership of customer issues and follows-up on issues not resolved with first contact.
  • A ssists other technical and operations support teams in providing root cause analysis.
  • M anages customers PII in a confidential and secure manner per bank and system policy. </li> <li>D evelops SME skills in one or two systems, services or processes. </li> <li>C ommunicates customer feedback/insight to product, technical &amp; operations support teams. </li> <li>C ontributes to and maintain the customer support function operational knowledgebase. </li> <li>C onfigures applications in Pay.gov and Debit Gateway per documented SOPs. </li> <li>F ollows defined SOPs, accepted procedures and best practices </li> <li>A ssists with maintaining, refining and creating SOPs. </li> <li>I dentifies and implements process improvements to enhance support functions efficiency and effectiveness. </li> <li> Participates in requirements development as a proxy for the customer. </li> <li>P erforms other duties as assigned or requested by management. </li> <li>A dheres to the Bank's attendance policies through regular and prompt attendance. </li></ul><b> Education and Experience </b><ul><li> Bachelor's Degree </li> <li>3 + years of work experience </li></ul><b> Knowledge and Skills </b><ul><li> Strong communications skills: verbal and written. </li> <li>S trong listening skills. </li> <li>S trong analytical skills </li> <li>C apable of performing routine and one-time tasks with some guidance. </li> <li>A ble to manage a high volume of repetitive customer contacts. </li> <li>C apable of identifying and/or recommending continuous improvement opportunities within the team. </li> <li>A ble to work as an individual contributor to related projects with some guidance. </li> <li>S trong understanding of Internet and computer technology. </li> <li>S killed operating business machines </li> <li>S trong in Microsoft Office. </li> <li>E xperience using telephony, applications and support systems to manage high volumes of customer contacts. </li></ul><b> Physical Demands and General Working Conditions </b><ul><li> Employees typically sit most of the day, work with a computer and may answer/respond to phone calls. Physical movement consists of walking for meetings, breaks, etc. Ability to lift items weighing approximately 20 pounds on a limited basis is required. Employees may be required to travel by car/air. </li> <li>M ust be able to work shifts; nights, weekends or holidays to meet customer, agency and bank needs. </li> <li>A ble to work effectively in high-stress situations and a fast-paced environment. </li></ul><b> Position Summary - Customer Support Analyst Senior </b><br><br> Acts as an intermediary between citizens, federal agencies and the Treasury to facilitate revenue collections and enhance the customer experience by providing timely, high quality customer support across multiple eGov products and services. Requires an individual well-versed in working with the public to answer informational questions and resolve payment processing issues. Is responsible for a variety of tasks including assisting customers make payments, correcting errors, general system feature &amp; function questions and managing complaints. The position objective is to provide a positive customer experience and enhance the relationships between citizens, federal agencies and the Treasury. Additionally this role is expected to provide informal team leadership through experienced-based knowledge sharing. <br><br><b> Essential Accountabilities - Customer Support Analyst Senior </b><ul><li> Provides tier 1 and occasional second level customer support via telephone, email, text and live chat. </li> <li>T roubleshoots user problems across multiple platforms related to system features, functionality, connectivity and availability. </li> <li>A pplies independent thinking to assess root cause and provide effective resolution or problem management. </li> <li>S ummarizes, analyzes and prioritizes the customer issue and recommend appropriate solutions. </li> <li>R esolves customer complaints or recognize need to escalate more complex issues to technical, operations and/or management teams. </li> <li>D elivers prompt, effective and professional solutions to customer problems or inquiries. </li> <li>D evelops, maintains and demonstrates knowledge of the products and services offered. </li> <li>P rovides general information and high-level training regarding supported products and services. </li> <li>R esponds to customers in a professional and respectful manner. </li> <li>E ncourages customers to leverage online resources to improve user understanding and experience. </li> <li>A pplies tactics that ensure call quality is maintained to defined standards. </li> <li>A ssumes ownership of customer issues and follows-up on issues not resolved with first contact. </li> <li>A ssists other technical and operations support teams in providing root cause analysis. </li> <li>M anages customers PII in a confidential and secure manner per bank and system policy.
  • D evelops SME skills in three or more systems, services or processes.
  • C ommunicates customer feedback/insight to product, technical & operations support teams.
  • C ontributes to and maintains the customer support function operational knowledgebase.
  • C onfigures applications in Pay.gov and Debit Gateway per documented SOPs.
  • F ollows defined SOPs, accepted procedures and best practices
  • A ssists with maintaining, refining and creating SOPs.
  • A nalyzes customer issues to develop tools and processes to increase customer satisfaction.
  • I dentifies and implements process improvements to enhance support functions efficiency and effectiveness.
  • P articipates in requirements development as a proxy for the customer.
  • T rains other area staff members on product and service changes.
  • Tr ains or coaches peers in quality customer support tactics.
  • P erforms other duties as assigned or requested by management.
  • Adh eres to the Bank's attendance policies through regular and prompt attendance.
Education and Experience
  • B achelor`s Degree
  • 5+ years of work experience.
Knowledge and Skills
  • Excellent communications skills- verbal and written.
  • Ex cellent listening skills.
  • E xcellent analytical skills
  • C apable of performing routine and one-time tasks with limited guidance.
  • A ble to manage a high volume of repetitive customer contacts.
  • C apable of identifying and/or recommending continuous improvement opportunities within the team and across the department.
  • A ble to work as an individual contributor to related projects with limited minimal guidance.
  • S olid understanding of Internet and computer technology.
  • H ighly skilled operating business machines
  • Proficient in Microsoft Office.
  • E xperience using telephony, applications and support systems to manage high volumes of customer contacts.
Physical Demands and General Working Conditions
  • Employees typically sit most of the day, work with a computer and may answer/respond to phone calls. Physical movement consists of walking for meetings, breaks, etc. Ability to lift items weighing approximately 20 pounds on a limited basis is required. Employees may be required to travel by car/air.
  • M ust be able to work shifts; nights, weekends or holidays to meet customer, agency and bank needs.
  • A ble to work effectively in high-stress situations and a fast-paced environment.

The Federal Reserve Bank of Cleveland is an Equal Opportunity Employer. We are dedicated to sustaining an environment in which diversity is valued and differences are strengths. It is the Bank's policy to provide equal employment opportunity for all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, gender identity or expression, genetic information or sexual orientation.


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