CNI
Contact Center Customer Support Specialist
Albuquerque, NM · Contract
No sponsorshipDetected 9 days ago
CybersecurityCRMCustomer SupportCommunicationCollaborationProblem SolvingMicrosoft Office
About the role
- Please note, that this position is contingent upon the award or funding.
- As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.
Responsibilities
- Provide guidance, procedural assistance, and functional support to users.
- Escalate issues appropriately when resolution requires higher-tier or specialized support resources.
- Collaborate with internal teams to ensure stakeholders are informed of changes, emerging issues, and customer concerns.
- Support training efforts for new team members by sharing expertise, best practices, and system knowledge when requested.
- Maintain complete and compliant documentation in the ticketing service system in alignment with agency Quality Assurance (QA) requirements.
- Perform additional duties as assigned.
- A portion of our profits is used to support Chickasaw citizens.
- We are proud to support the economic development and long-term viability of the Chickasaw Nation and its people.
Requirements
- Ability to work independently and collaboratively with minimal supervision.
- Knowledge of Microsoft Windows and Microsoft Office applications.
- Experience using enterprise ticketing systems such as ServiceNow Australia release or later.
- Knowledge of CRM platforms such as Microsoft Dynamics 365, ServiceNow, or other enterprise CRM tools.
- Familiarity with contact center softphone platforms (NICE CXone).
- HDI-CSA certification (required after hire).
- ITIL v4 certification (required after hire).
- Ability to work holidays, weekends, and alternate shifts when required.
- Must be able to obtain and maintain a public trust security clearance.
- This role requires strong communication skills, accuracy in data entry, effective problem-solving, and the ability to follow established procedures while working with minimal supervision.
Compensation
- The essential duties, experience, education requirements, and salary are subject to change.*
Benefits
- The essential duties, experience, education requirements, and salary are subject to change.*
- The Contact Center Customer Support Specialist II provides a wide range of customer support services within a high-volume, multi-channel Health IT contact center environment.
- The specialist may interact with clinical, administrative, and technical staff across the Indian Health Service (IHS) or partner organizations.
- Paid Time Off (PTO)
Company info
- Manage and process all inbound inquiries from customers across all supported communication channels, including phone, email, chat, and ticket submissions.
- Actively listen to customers to understand their needs, concerns, and context before providing assistance.
Visa & Work Authorization
- Must be able to obtain and maintain a public trust security clearance
This listing is sourced directly from CNI's careers page and normalized into a canonical job model.