Customer Support Analyst (5312)

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 years of experience
• Active Secret Clearance
• Strong written and verbal communication skills
• Ability to communicate effectively with users with varying levels of technical knowledge
• Strong multitasking, time management, and problem-solving skills
• Willingness to learn new tools, processes, and systems
• Attention to detail and ability to maintain accurate documentation
• Team-oriented mindset and ability to collaborate effectively

Preferred qualifications 

• Analytical mindset with interest in working with data and reporting
• Experience with data visualization tools and/or SQL
• Experience creating professional slide decks or user-facing materials
• Familiarity with ticketing or issue-tracking systems
• Willingness to align with East Coast hours during initial training and onboarding, with flexibility to transition to home time zone hours once fully trained

Success in This Role Looks Like:

• 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

Application Deadline:  July 31, 2026

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The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.