Tier 2 Customer Care Team Analyst – VA LGY

Overview

The Tier 2 Customer Care Team Analyst – VA LGY analyzes and resolves escalated customer support inquiries, collaborating across teams to design and implement resolution options while adhering to KPIs and SLAs. The role prepares and presents data‑correction and update scripts for approval (including coordination with Oracle DBAs), uses Salesforce DataLoader to execute approved changes, reports progress and blockers in daily standups, and produces high‑quality deliverables with guidance from a team lead. Success requires a bachelor’s degree and 3 years of relevant experience (or equivalent), excellent written and verbal communication, strong analytical problem‑solving and attention to detail, the ability to shift priorities and lead through ambiguity, persistence to drive work to completion, and proficiency with the Microsoft Suite.

Key Functions

Analyze, create, and implement resolution options for Tier 2 customer support inquiries to the VA LGY Customer Care Help Desk.

Work across teams to understand and find solutions to Tier 2 customer support issues.

Use Salesforce DataLoader to resolve data correction needs or other data updates as needed.

Analyze requirements for data correction or data update scripts and work with Oracle DBAs on script creation and review.

Present Tier 2 ticket resolution scripts at the daily Change Control Board for approval.

Attend daily standups to report on progress and any blockers.

Understand and adhere to customer care KPIs and SLAs.

Create high quality client deliverables with regular supervision from team lead.

Prepare and review solution options with team lead to solve tough challenges.

Be a good teammate to the client and the delivery team, encouraging and enabling teammates to be their best selves.

Maintain positive relationships with the client.

Minimum Qualifications

Bachelor's degree and 3 years of relevant experience.

An additional 2 years of experience with an Associate's Degree.

An additional 4 years of experience with a high school diploma.

Excellent verbal and written communications skills.

Strong attention to detail with proven analytical and problem-solving skills.

Can easily shift focus between high priority tasks as required.

Demonstrates leadership in the face of ambiguity, rather than waiting for direction from above.

Navigates through challenges to consistently get things over the finish line.

Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Outlook).

Preferred Qualifications or Skills

Existing Public Trust clearance at the Department of Veterans Affairs or other federal agency.

In depth knowledge of the mortgage industry.

Experience providing customer care support for Salesforce and/or AWS solutions for the federal government or Department of Veterans Affairs specifically.

Proficiency with Salesforce DataLoader and SQL.

Experience using ServiceNow, GitHub, JIRA, and Confluence.

Position Details

Employment type: Full-Time, W2

Location: 100% Remote (US-based)

Hours: 40 hours/week with availability during core business hours of 8am-5pm ET

Start date: ASAP

Eligibility: Must be eligible to obtain a Public Trust clearance

Salary: $40,000-$80,000