HR Customer Support Analyst II

2 days ago

Washington, Washington, D.C., United States AgFirst Farm Credit Bank Full time $60,000 - $120,000 per year

The HR Customer Support Analyst provides high-quality technical and operational support to internal and external customers, including association and bank personnel. This role ensures timely, professional responses to inquiries via phone, email, or ticketing systems, while accurately logging all interactions in accordance with established procedures. The analyst maintains a strong focus on customer satisfaction, communicates effectively across all levels of the organization, and adheres to HIPAA guidelines to protect sensitive information. This position plays a key role in enhancing service delivery and supporting continuous improvement within the HR support function.

What You'll Do:

  • Serve as the first point of contact for internal and external customer support inquiries.
  • Provide operational and technical support for AgFirst Farm Credit Bank products and processes.
  • Use multiple systems and tools to research and resolve customer issues.
  • Ensure complete resolution of all customer requests.
  • Participate in on-call support on a rotating quarterly schedule.
  • Support Bank operations during activation of the Short-Term Emergency Plan (STEP).
  • Collaborate with teammates, senior staff, and leadership to ensure departmental success.
  • Maintain and grow knowledge of first- and second-level support systems.
  • Uphold established procedures and contribute to continuous improvement efforts.

What You'll Need:

  • Associate or bachelor's degree in business/technical field preferred, or equivalent industry experience.
  • 4–5 years of customer support experience, ideally with PC hardware/software and enterprise systems.
  • Certified Help Desk Professional preferred; HIPAA certification required annually.
  • Strong communication skills across all organizational levels and technical audiences.
  • Familiarity with AgFirst operations through hands-on experience.
  • Tech-savvy with a passion for enhancing service through technology.
  • Excellent organizational skills with the ability to prioritize, take initiative, and make sound decisions under pressure.

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