Domestic Customer Support Analyst (Business Analysis, Junior Analyst)

Location: Full-time onsite position in Arlington, Virginia, with Washington, DC listed as the job location; situational teleworking may be allowed under approved guidelines.

Salary: $70,000–$80,000 per year

Company

hirify.global delivers solutions in cyber, engineering, financial management, and information technology for government and commercial clients.

What you will do

• Provide first-line support for incoming customer calls, emails, and system-related questions from domestic bureaus.
• Record and manage customer issues in the Engage CGFS support portal through final resolution.
• Research issues, gather data, perform analysis, troubleshoot software and system applications, and communicate resolutions.
• Draft and release informational, system interruption, and software release broadcasts using MS Outlook.
• Prepare Q&A articles for the CGFS Knowledge Base and escalate complex issues to Tier II analysts.
• Provide team leadership after gaining experience in the client environment.

Requirements

• Experience performing technical tasks and analysis.
• Professional communication, critical thinking, problem-solving, multitasking, and rapid learning skills.
• Ability to troubleshoot software and system applications with limited guidance.
• Prior customer service experience.
• BA/BS degree, preferably in Accounting.
• Must be eligible to obtain a Secret clearance and upgrade to a Top Secret clearance as required.

Nice to have

• Technical support experience in a high-volume call center.
• Help desk experience with large, complex financial systems and knowledge of federal accounting and financial management practices.
• Experience with the development, analysis, testing, or implementation of mainframe or client-server financial systems.

Culture & Benefits

• Health, life, disability, and retirement plans.
• Paid time off and opportunities for professional growth.
• Tuition assistance and additional benefits and incentives.
• Collaborative, people-focused work environment.
• 8-hour shifts scheduled between 6:00 am and 6:00 pm; additional hours may be required with authorization.