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Case Management Analyst - Remote

Posted 3 weeks ago
Customer Service
Full Time
Worldwide

Overview

Agile Defense is an award-winning national security company with an immediate opening for a Case Management Analyst to support a federal client’s security threat assessment mission. This position will provide operational technical support on a variety of issues. Case Management Analysts identify, research, and resolve questions and/or problems by responding to telephone calls, email, faxes, and personal requests for information. The Analyst shall document, track, and monitor the questions and/or problems, to ensure a timely resolution.

In Short

  • Provide customer relationship management to program applicants.
  • Triage cases/tickets and complete case management actions.
  • Maintain communication with customers and report issues to Program Leads.
  • Perform customer service tasks such as answering calls and managing correspondence.
  • Document, track, and monitor customer problems for timely resolution.
  • Utilize Microsoft Office Suite and internet skills for job duties.
  • Handle unsatisfied customers courteously.
  • Recommend systems modifications to reduce user problems.
  • Ensure timely processing of problems through recognition and resolution.
  • Support Tier II or Tier III case management environments.

Requirements

  • Minimum of 3 years of experience with a Bachelor’s degree or 8 years of experience without a degree.
  • At least 1 year of experience in a call center/case management environment.
  • Reliable internet and Wi-Fi connectivity in a home office.
  • Ability to travel to Springfield, VA once a week.
  • Strong organizational skills and professional maturity.
  • Proficiency in Microsoft Office Suite and Adobe Acrobat.

Benefits

  • Opportunity to work in a national security environment.
  • Engagement in a mission that performs threat investigations.
  • Professional development opportunities.
  • Work with elite minds and advanced technologies.
  • Support a federal client’s security threat assessment mission.
Agile Defense logo

Agile Defense

Agile Defense is a forward-thinking organization dedicated to supporting the nation's critical missions through innovative solutions and advanced technologies. With a strong emphasis on adaptability and collaboration, Agile Defense fosters a culture that values its employees as family members, promoting a positive and supportive work environment. The company is committed to excellence and continuous improvement, guided by its core values known as the 6Hs: Happy, Helpful, Honest, Humble, Hungry, and Hustle. Agile Defense is an equal opportunity employer that prioritizes the well-being of its employees while striving to protect and strengthen the nation's vital interests.

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