Customer Support / Technical Support Analyst

Accountabilities:

Handle intermediate-level customer inquiries through inbound and outbound telephone calls, emails, web chats, and back-office support channels.
Take end-to-end ownership of customer requests, ensuring timely, accurate, reliable, and courteous assistance throughout the resolution process.
Monitor batch processing activities and provide outreach and support when processing issues, errors, or exceptions occur.
Investigate and follow up on edit code rejections, processing discrepancies, and other operational issues, coordinating appropriate resolutions.
Research customer service inquiries, analyze available information, and provide clear explanations and effective solutions within established timelines.
Verify and communicate the processing status of various records and transactions, including promissory notes, batch submissions, entrance and exit counseling, and borrower, grant recipient, and borrower-servicer information.
Analyze data integrity issues, identify underlying causes, and recommend sustainable solutions to recurring customer and processing problems.
Document every customer interaction by creating new cases or updating existing records to ensure accurate, complete, and traceable case histories.
Follow established Service Level Agreements (SLAs), processing requirements, program policies, and operational guidelines.
Identify opportunities to improve workflows, streamline support activities, and enhance overall service efficiency.
Adapt quickly to changing procedures, new processes, and evolving program requirements while maintaining consistent service quality.
Maintain a professional, customer-oriented approach when communicating with individuals who rely on accurate information and effective assistance.
Requirements:
High school diploma or GED required.
2–5 years of relevant professional experience in customer service, technical support, public relations, or a similar customer-facing role.
Must be a U.S. citizen.
Must be able to successfully pass a federal background investigation to obtain access to sensitive information.
Excellent customer service skills, with the ability to interact tactfully, patiently, and courteously with diverse customer populations.
Strong verbal communication skills and the ability to convey enthusiasm, professionalism, energy, and sincerity over the phone.
Excellent written communication skills, particularly when responding to customer inquiries and documenting case information.
Strong analytical and problem-solving abilities, with the capacity to investigate issues, interpret information, and identify appropriate solutions.
Exceptional attention to detail and accuracy when reviewing customer information, processing records, and maintaining case documentation.
Strong organizational and time-management skills, with the ability to manage multiple requests and competing priorities effectively.
Ability to establish rapport with customers, understand their concerns, and communicate complex information in a clear and accessible manner.
Ability to work independently in a fully remote environment while maintaining productivity, accountability, and service quality.
Flexibility and adaptability when working with evolving processes, procedures, and operational requirements.
Location restriction: This position is not available to residents of California or the New York City metropolitan area.
Benefits:
Competitive compensation of $22.00 per hour.
Full-time schedule of 40 hours per week.
Fully remote working arrangement, with no travel required.
Consistent day-shift schedule.
Seasonal assignment running from November 1, 2026, through March 18, 2027.
Potential opportunity for contract extension or conversion to a permanent position.
Opportunity to gain experience supporting an important federal health program.
Valuable professional experience in customer service, technical support, data processing, and federal program operations.
Opportunity to develop analytical, communication, and problem-solving skills in a structured support environment.