Customer Support Analyst (5312)

United Statesmid

OtherCustomer Support Analyst

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

This role serves as the primary point of contact for users of a DoD financial management application, providing responsive support, clear communication,

Technical Tools

OtherCustomer Support Analyst

This role serves as the primary point of contact for users of a DoD financial management application, providing responsive support, clear communication, and operational coordination to ensure users can effectively access and use the system. In addition to user support, the role applies analytical thinking to evaluate user requests, identify recurring issues, and support cross-functional teams by translating user feedback and data into actionable insights. The position is customer-facing and requires strong communication skills, attention to detail, and the ability to manage multiple requests while contributing to continuous process and tool improvement.

Responsibilities

~1 min read

→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

Requirements

~2 min read

Users receive timely, accurate responses and feel supported
User communications and tickets are handled consistently and efficiently
Documentation and training materials remain current and easy to understand
Quarterly debrief materials are delivered accurately and on time
The role provides reliable operational support during review cycles and periods of change
Works collaboratively with cross-functional teams to support shared goals and effective outcomes
Effectively multitasks and prioritizes competing requests while maintaining quality and responsiveness

Application Deadline: July 31, 2026

#LI-SA1

The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.

The proposed salary for this position is:

$71,000—$100,000 USD

SMX is an Equal Opportunity employer including disabilities and veterans.

Selected applicant may be subject to a background investigation and/or education verification.

SMX does not sponsor a new applicant for employment authorization or immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-2, E-3, L-1 and O-1, or any EADs or other forms of work authorization that require immigration support from an employer).