Medical Software Support Agent

7 days ago

Vienna VA, United States Clearance Jobs Full time

divh2Contact Center Agent - Mid (Tier 2)/h2pIntegral Federal is actively seeking a Mid-Level Analyst to join a contact center support team for a federal agency. This individual will be responsible for mid-level policy support to end customers with a focus on real estate funding, providing exceptional customer service with excellent typing speed, and quality oral and written communication skills. This role will also involve working closely with Tier 3 support agents to help resolve end consumers policy questions. This role is likely to start out remote or hybrid, but may convert to an on-client site in Tysons Corner, VA. S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted)./ph3Responsibilities/h3pThe contact center agent will handle business customer Tier 2 issues for FinCEN policies related to real estate finances. pulliDeliver service and support to FinCEN customers./liliInteract with customers to provide and process information in response to inquiries, concerns, and requests about FinCEN business policies as it relates to certain non-financed transfers of residential real estate to legal entities or trusts./liliGather customers information and determine the issue by evaluating and analyzing the questions/issues./liliResearch required information using available resources, including knowledge bases, training materials, and published solutions./liliAccurately process and record call transactions via computer using FinCENs Salesforce ticketing system./liliFollow up and make scheduled call-backs to customers, according to standard procedures (when applicable)./liliStay current with FinCEN policies, changes, and updates, per direction./Bachelors degree required or in lieu of a bachelors degree: three years of customer service/contact center experience (five years experience total without a degree)./pp Active SECRET security clearance required./pp Well-versed in customer service, best practices, and ensuring high-quality interactions./pp Strong in conveying information clearly and effectively, in writing or verbally./pp Skilled with contact center and CRM tools, facilitating efficient issue resolution. Experience with MS Dynamics and Salesforce is a plus./pp Agile in responding to fast-paced work demands and adept at solving problems./pp Experience as a real estate agent, attorney, or title insurer is strongly desired./ppLanguage Requirements:/pp Fluent in both spoken and written English./pp Bilingual capabilities, particularly in Spanish, is a plus but not required./A dependable and fast internet service, capable of supporting seamless voice communications, system access, and use of online applications concurrently./ppCompany Overview:/ppIntegral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). pulliMedical, Dental Vision Insurance/liliFlexible Spending Accounts/liliShort-Term and Long-Term Disability Insurance/liliLife Insurance/liliPaid Time Off Holidays/liliEarned Bonuses Awards/liliProfessional Training Reimbursement/liliPaid Parking/liliEmployee Assistance Program/liliEqual Opportunity Employer/Protected Veteran/Disability/li/ul/div

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