Tria Federal (Tria) Is Hiring A Customer Service Analyst Bilingual

Join Softrams, a Tria Federal company, where innovation and transformation are at the heart of our work within the federal government sector. We are dedicated to building customer-centric, intuitive services that positively impact millions of Americans through cutting-edge technological solutions.

About Softrams & Tria Federal

Softrams, acquired in November 2024, is a key part of Tria Federal’s new Public Health business unit. Tria Federal delivers mission-critical technical expertise and digital services to Health and Public Safety agencies across the federal sector.

At Tria, we foster a dynamic, mission-driven community committed to serving colleagues, customers, and the community. We value our employees and invest in their well-being with comprehensive benefits supporting physical, mental, and financial health.

Job Opening: Bilingual Part-Time Tier 1 Customer Support Analyst 🇺🇸🌐

We are seeking a highly skilled bilingual (English/Spanish) Part-Time Tier 1 Customer Support Analyst to provide exceptional support to our user community. If you're focused, detail-oriented, and thrive in a fast-paced federal healthcare IT environment, we want to hear from you!

Basic Requirements ✅

• Ability to obtain a U.S. Federal Position of Trust clearance
• Residency and ability to perform work within the United States
• Living in the U.S. for at least 3 of the last 5 years
• One or more years of proven experience in an IT service desk or customer service environment

Additional Bonus Qualifications ⭐

• Experience with Help Desk ticketing systems in federal healthcare settings (e.g., CMS)
• Motivation to adhere to timelines and manage support volumes
• Flexibility to ensure proper staffing during Help Desk hours
• Collaborative attitude with a positive, professional demeanor
• Excellent verbal and written communication skills
• Previous experience on a Federal Service Desk project
• Knowledge of ServiceNow and cloud-based call center software like CXone
• Understanding of Agile methodologies in a Service Desk environment
• Experience with Atlassian tools such as JIRA and Confluence

Responsibilities ✍️

• Provide administrative and technical support for the CMS Technical Help Desk
• Resolve support requests and inquiries related to system access, functionality, and availability via multiple communication channels
• Review incoming help desk inquiries promptly, focusing on first contact resolution
• Follow established workflows for triage, research, and escalation protocols
• Track requests using CMS-approved tools like ServiceNow
• Notify customers about system outages, disruptions, and ongoing issues
• Collaborate with Help Desk leadership and other teams on potential issues impacting support volumes
• Assist in developing support scripts and maintain standard operating procedures

Clearance & Work Location

Many roles require public trust clearance. Applicants must have at least 3 years of U.S. residence within the past 5 years to qualify for sponsorship.

Our headquarters are in Arlington, VA, with a primary office in Baltimore, MD. We also offer many remote roles across 40+ states.

Why Choose Tria? 🎯

What sets Tria apart is our exceptional team of talented, passionate professionals committed to shared success. We cultivate a culture of inclusion that fosters personal and professional growth, offering top-tier benefits supporting your overall wellness. Whether you're starting your career or looking for new challenges, Tria provides opportunities to learn, grow, and excel in a dynamic environment.

EEO Statement 🔍

Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We are committed to providing access and reasonable accommodations. To request accommodations, contact our Talent Acquisition Team at recruiting@softrams.com.