SMX
CustomerSupportAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Analyst at SMX. Skills: User support, Communication, Documentation, Troubleshooting. Serve as primary contact. Respond to inquiries via email”
What You'll Achieve.
Users receive timely, accurate responses and feel supported; User communications and tickets are handled consistently and efficiently; Documentation and training materials remain current and easy to understand; Quarterly debrief materials are delivered accurately and on time; The role provides reliable operational support during review cycles and periods of change; Works collaboratively with cross-functional teams to support shared goals and effective outcomes; Effectively multitasks and prioritizes competing requests while maintaining quality and responsiveness
Industry & Context.
problem-solving skills; analytical thinking to evaluate user requests; identify recurring issues
Active Secret Clearance, Willingness to align with East Coast hours during initial training and onboarding, flexibility to transition to home time zone hours once fully trained
What They're Looking For.
Must Have
Active Secret Clearance, written and verbal communication skills, Ability to communicate effectively with users with varying levels of technical knowledge, multitasking, time management, problem-solving skills, Willingness to learn new tools, processes, and systems, Attention to detail, ability to maintain accurate documentation, Team-oriented mindset, ability to collaborate effectively
Nice to Have
Analytical mindset with interest in working with data and reporting, Experience with data visualization tools, SQL, Experience creating professional slide decks, user-facing materials, Familiarity with ticketing or issue-tracking systems, Willingness to align with East Coast hours during initial training and onboarding, flexibility to transition to home time zone hours once fully trained
What You'll Do.
Serve as primary contact
Respond to inquiries via email
Respond to service desk tickets
Monitor shared inboxes
Manage shared inboxes
Communicate clearly with users
Understand user issues
Provide user guidance
Set user expectations
Ensure user resolution
Intake service desk tickets
Triage service desk tickets
Respond to service desk tickets
Document bug reporting
Validate bug reporting
Coordinate bug reporting
Coordinate bug testing
Manage user provisioning
Manage access requests
Create user documentation
Update user documentation
Maintain user documentation
Create training materials
Update training materials
Maintain training materials
Create supporting materials
Provide data for debriefs
Provide updates for debriefs
Provide key insights for debriefs
Provide data for Office Hours
Provide updates for Office Hours
Collaborate with internal team members
Ensure smooth operations
Ensure consistent user support
Adapt to changing priorities
Adapt to changing workflows
Adapt to changing review timelines
Maintain responsiveness
Develop working knowledge of application
Maintain working knowledge of application
Troubleshoot application issues
Guide users on application
How You'll Work.
Team & Collaboration
Support cross-functional teams; Collaborate with internal team members; Collaborate with cross-functional teams
Communication Scope
written and verbal communication skills; Ability to communicate effectively with users with varying levels of technical knowledge
Full Job Description
This role serves as the primary point of contact for users of a DoD financial management application, providing responsive support, clear communication, and operational coordination to ensure users can effectively access and use the system. In addition to user support, the role applies analytical thinking to evaluate user requests, identify recurring issues, and support cross-functional teams by translating user feedback and data into actionable insights. The position is customer-facing and requires strong communication skills, attention to detail, and the ability to manage multiple requests while contributing to continuous process and tool improvement. Essential Duties & Responsibilities Serve as the primary contact for the application, responding to inquiries via email and service desk tickets in a timely, professional manner Monitor and manage shared inboxes to ensure all user requests are addressed and followed up on appropriately Communicate clearly with users to understand issues, provide guidance, set expectations, and ensure resolution Intake, triage, and respond to service desk tickets related to application access, functionality, and usage Document, validate, and coordinate bug reporting and testing through the appropriate tracking system Manage user provisioning and access requests for the application in accordance with established processes Create, update, and maintain user-facing documentation and training materials Create slide decks and supporting materials for quarterly debriefs, including data, updates, and key insights Provide timely data and updates to the individual facilitating Office Hours Collaborate with internal team members to ensure smooth operations and consistent user support Adapt to changing priorities, workflows, and review timelines while maintaining quality and responsiveness Develop and maintain a strong working knowledge of the application to effectively troubleshoot issues and guide users Required qualifications Two (2) or more y
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