The CMS team is looking for individuals that can complete in-depth research with the granted systems, on individual accounts, that may have prevented closure at the Tier 1 level. Analysis and identification of anomalies that identify opportunities in the system, processes or individual errors through evaluation of tickets, calls, emails and customer interactions. Participate in acceptance tests and production validation. Review and provide input into process improvements at the operational and system level. Identify failure points and provide coaching opportunities to Tier 1 and Tier 2 by thorough the use of the Operational SOP and IOP guidelines. These team members will be part of the Centers for Medicaid and Medicare Services Internal Service Desk. This position will assist the Service Desk in ensuring we are following quality practices that meet and exceed our service expectations. Work directly with the customer to update and maintain Knowledge Base Articles and scripts that will be used by the computer operators and Tier 2.
List daily duties and/or specific job responsibilities.
Review closed and open tickets for accuracy and completeness
Review calls for accuracy and completeness
Complete analysis on closed tickets for opportunities for improvement and the individual and program levels
Complete analysis on open tickets for timeliness and accuracy
Use multiple systems to identify the solutions for the customer, management of multiple systems, tabs, and issues at one time. Experience with follow up and closure for customer inquiries. Excellent verbal and written communications. Excellent knowledge of computers, Microsoft systems and troubleshooting errors.
Excellent knowledge of computers and Microsoft systems
Excellent customer service background
Strong IT knowledge
BA degree and 2-4 years of prior relevant experience or a Masters with less than 2 years of prior relevant experience. Four additional year's experience may be considered in lieu of degree. Be an active member of a leadership team, must be able to work nights, holidays and weekends to meet the customer's missions. All candidates must have lived in the US for at least three of the last five years prior to be considered.