[Remote] Customer Support Analyst (5312)

Note: The job is a remote job and is open to candidates in USA. SMX is a team of technical and domain experts dedicated to enabling mission success, particularly in the DoD sector. They are seeking a Customer Support Analyst who will serve as the primary point of contact for users of a DoD financial management application, providing responsive support and operational coordination to enhance user experience and efficiency.

Responsibilities

• Serve as the primary contact for the application, responding to inquiries via email and service desk tickets in a timely, professional manner
• Monitor and manage shared inboxes to ensure all user requests are addressed and followed up on appropriately
• Communicate clearly with users to understand issues, provide guidance, set expectations, and ensure resolution
• Intake, triage, and respond to service desk tickets related to application access, functionality, and usage
• Document, validate, and coordinate bug reporting and testing through the appropriate tracking system
• Manage user provisioning and access requests for the application in accordance with established processes
• Create, update, and maintain user-facing documentation and training materials
• Create slide decks and supporting materials for quarterly debriefs, including data, updates, and key insights
• Provide timely data and updates to the individual facilitating Office Hours
• Collaborate with internal team members to ensure smooth operations and consistent user support
• Adapt to changing priorities, workflows, and review timelines while maintaining quality and responsiveness
• Develop and maintain a strong working knowledge of the application to effectively troubleshoot issues and guide users

Skills

• Two (2) or more years of experience
• Active Secret Clearance
• Strong written and verbal communication skills
• Ability to communicate effectively with users with varying levels of technical knowledge
• Strong multitasking, time management, and problem-solving skills
• Willingness to learn new tools, processes, and systems
• Attention to detail and ability to maintain accurate documentation
• Team-oriented mindset and ability to collaborate effectively
• 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

• Health insurance
• Paid leave
• Retirement

Company Overview