Technical Support Analyst

Position Overview

The Technical Support Analyst provides intermediate-level customer support for IDR Gateway sign-up, sign-in, organization setup, organization association, and user management activities, while also supporting related research, analysis, and operational tasks. This role maintains end-to-end ownership of customer support needs across phone, email, web chat, and back-office channels, ensuring timely resolution, adherence to service level agreements, and a consistently high-quality customer experience.

Key Responsibilities

• Provide intermediate-level inbound call, outbound call and email, support for customer inquiries related to IDR Gateway access, organization setup, association requests, and user management.
• Maintain end-to-end responsibility for customer support needs by delivering timely, reliable, accurate, and courteous service across all assigned channels.
• Research and analyze customer service issues to identify root causes, provide accurate information, and deliver effective resolutions in a timely manner.
• Provide monitoring support and customer outreach for issue follow-up, and requested resolution activities.
• Demonstrate advanced service skills by identifying underlying customer issues and recommending long-term solutions when appropriate.
• Log new cases and update existing cases to document each phone and email, interaction with customers in accordance with established procedures.
• Support back-office service activities required to complete research, issue tracking, and case follow-up.
• Identify workflow improvement opportunities and adapt effectively to revised processes, procedures, and operational requirements.
• Execute all support services in compliance with customer processing rules, published program guidelines, quality expectations, and service level agreements.
• Work with moderate supervision while consistently delivering dependable support and effective customer outcomes.

Required Qualifications

• High school diploma or GED.
• Minimum of 3 years of experience in customer service, public relations, or a related support environment.
• Demonstrated experience providing customer support in phone, email, chat, or back-office service channels.
• Excellent customer service skills and a strong commitment to providing quality service.
• Ability to provide effective customer service and interact tactfully and courteously with the public.
• Strong written and verbal communication skills.
• Exceptional problem-solving and organizational skills.
• Strong attention to detail and accuracy in documentation, case handling, and issue resolution.
• Ability to build and maintain positive working relationships and rapport with customers and colleagues.
• Ability to adapt to new processes, procedures, and operational changes.
• Ability to interact effectively with others in a team-based service environment.
• Ability to convey enthusiasm, professionalism, energy, and sincerity over the phone.
• U.S. citizenship required.
• Ability to obtain and maintain a Public Trust clearance.

Preferred Qualifications

• Experience supporting regulated programs, transaction-based processing, or case-driven service environments.
• Familiarity with IDR Gateway-related support activities, user account support, and organization association workflows.
• Experience researching processing status, data integrity issues, and customer-reported discrepancies.
• Experience working in a metrics-driven environment with service level agreement accountability.
• Knowledge of case management systems, customer interaction logging, and issue tracking processes.
• Experience identifying workflow improvement opportunities and contributing to operational efficiencies.
• Associate degree or additional training in customer service, business operations, or a related field.

Job Specific Skills

• IDR Gateway customer support
• Intermediate customer issue resolution
• Multi-channel service delivery
• Case management and documentation
• Research and analysis
• Data integrity review
• SLA adherence
• Workflow improvement