Softek Sources LLC
Euless, TX
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Job Description :
ROLE: Service Desk Analyst
Location: Nashville, TN

The Service Desk Analyst will be responsible for supporting the first line of issues for the TEDS application, working with different types of users from around the State of TN. A strong customer service background is needed, but a mix of software support knowledge is very important. This will be a fast-paced call center type environment, located in downtown Nashville. It will include taking and documenting issue calls, as well as monitoring service uptime and incident escalation and communication.
Qualifications
Required:
Minimum two to three (2-3) years of related experience in a call center or help desk environment
Patience and problem-solving skills to resolve issues effectively
Strong communication and interpersonal skills, to create a positive interaction, understand, and communicate information effectively in writing, by phone and in person

Preferred:
Experience interacting with government agencies – State or Federal level (e.g., Department of Human Services, Department of Labor)
4-6 years of related experience in a call center or help desk environment
Knowledge of Medicaid program a plus
Responsibilities:
Greet customers warmly and ascertain requirements
Fielding user communication
Creating and documenting tickets
Troubleshooting and escalation
Includes initial support and analysis for correct classification of tickets
Monitoring progress towards resolution and communication to relevant parties
             

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