Customer Support Analyst (24x7 Operations) at Edgewater Federal Solutions, Inc.

, , United States -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Service Desk, Call Center, Phone Support, Ticketing Systems, Documentation, Issue Resolution, Escalation, Workflow Adherence, Quality Standards, Performance Standards, Team Collaboration, Communication Skills, Customer Service, Compliance, CRM

Industry

Information Technology & Services

Description

Overview Edgewater Federal Solutions is seeking Customer Support Analysts to support a federal client service desk environment. This role provides front‑line customer assistance in a fast‑paced, compliance‑driven operations setting, supporting users through phone‑based and ticket‑based support channels. Responsibilities Deliver Tier 1 customer support via phone and enterprise ticketing systems Document issues, actions taken, and resolutions accurately and thoroughly Follow established workflows to resolve issues or escalate when necessary Support customers in a structured, policy‑driven environment Meet quality, performance, and training standards Collaborate with team members to ensure consistent service delivery Qualifications Experience in customer support, service desk, or call center role Strong communication and customer service skills Ability to follow defined procedures and document work clearly Willingness to work rotating shifts, including nights or weekends Preferred Qualifications Experience supporting government or enterprise customers Familiarity with regulated environments or formal compliance requirements Prior use of ticketing, CRM, or case management systems About Us: Founded in 2002, Edgewater Federal Solutions, Inc. is an industry-recognized federal contractor. Our industry-leading team combines federal expertise and state-of-the-art innovation to provide quality technical solutions for modern-day challenges. Edgewater is a repeat awardee of such honors as Washington Post Top Workplaces (2018-2025) and Inc. 5000 Fastest Growing Companies (2019-2024). We also have CMMI and ISO certifications. We are headquartered in Frederick, Maryland with staff across the United States. Edgewater has more than 500 employees supporting over 30 federal and commercial organizations. It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law. #LI-SE1

Responsibilities

This role delivers Tier 1 customer support via phone and enterprise ticketing systems in a fast-paced, compliance-driven setting. Responsibilities include documenting issues, following established workflows, and escalating problems when necessary.