Support Analyst

Support Analyst Location:

Rockville, MD (Hybrid)

Pay:

$18-$22/hour Work Environment This is a hybrid position requiring onsite attendance in Rockville, MD three days per week with remote work for the remaining days. The support center operates Monday through Friday between 8:00 AM and 8:00 PM EST. You will work within a collaborative support environment assisting industry professionals with regulatory systems, credentialing inquiries, and technical support while partnering with senior team members and subject matter experts. Schedule

• Monday-Friday
• Support center hours between 8:00 AM and 8:00 PM EST
• Hybrid schedule with 3 days onsite and 2 days remote
• Full-time (40 hours/week) or Part-time (20 hours/week) opportunities available

Compensation and Benefits Pay Rate:

$18-$22/hour

Duration:

6-Month Contract If eligible, benefits may include:

• Medical, Dental, Vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Voluntary Life & AD&D (employee + dependents)
• Short-term and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program (EAP)
• Time Off / Leave (PTO, Vacation or Sick Leave) About the Role We are seeking a Support Analyst to provide front-line customer support for enterprise systems.

This role is responsible for handling customer inquiries, troubleshooting system issues, assisting users with navigation and credentialing questions, documenting interactions, and delivering exceptional customer service. The ideal candidate is dependable, proactive, eager to learn, and possesses strong verbal and written communication skills. Key Responsibilities

• Respond to incoming customer inquiries via phone and other support channels.
• Research, troubleshoot, and resolve user issues related to support center systems.
• Provide functional and navigational assistance to users.
• Assist customers with credentialing, account access, and system usage questions.
• Accurately document customer interactions, issues, and resolutions.
• Escalate complex issues to senior support staff and subject matter experts as needed.
• Develop knowledge of registration rules, procedures, and regulatory requirements.
• Utilize internal systems and software applications to research and resolve inquiries.
• Collaborate with peers, management, and stakeholders to support customer needs.
• Identify trends and proactively communicate recurring issues or concerns. Required Skills & Experience
• Strong customer service experience.
• Excellent verbal communication skills.
• Excellent written communication and documentation skills.
• High level of reliability, attendance, and punctuality.
• Ability to learn new systems, processes, and regulatory requirements.
• Strong problem-solving and troubleshooting abilities.
• Experience using computer applications and web-based systems.
• Ability to work in a fast-paced, high-volume support environment.
• Comfortable working in a hybrid work setting.

Top Skills Must Haves:

• Customer Service
• Verbal Communication
• Written Communication
• Reliability and Attendance
• Problem Solving
• Technical Support
• Willingness to

Learn Nice-to-Have Skills:

• Call center or help desk experience
• Experience supporting financial services or regulatory environments
• Credentialing support experience
• Ticketing system experience
• Knowledge of registration rules or compliance-related processes
• Experience documenting customer interactions
• Prior experience supporting web-based enterprise applications Job Type & Location This is a Contract position based out of Rockville, MD.

Pay and Benefits The pay range for this position is $18.00 - $22.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & Location This is a Contract position based out of Rockville, MD. Application Deadline This position is anticipated to close on Nov 5, 2026. Workplace Type This is a hybrid position in Rockville,MD.