Customer Service Representative Tier 1
Join us at Sparksoft, where we're not just another tech companywe're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation. Our true... strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders. We are Sparksoft! ROLE & RESPONSIBILITIES: The Service Desk Representative Tier 1 will be an experienced representative responsible for answering Tier 1 customer inquiries. Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, [email protected]. Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors. Provide general policy information supplied by the business owners and Tier 2 systems using Knowledge Based Articles (KBA). Provide process guidance and technical assistance to requesters seeking assistance based on information provided by CMS/CCIIO business owners and Tier2 support teams. REQUIRED EXPERIENCE: Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function. Excellent communication and phone skills. Exceptional Customer Service skills. A Minimum of 1 year of experience in a high-volume call center is required. A Minimum of 1 year of experience in a ticketing system (i.e., ServiceNow, Salesforce, Remedy). A Minimum of 1 year of experience with an IVR system (i.e., CXOne, Five9, AWS, Genesys). Candidates must be able to obtain and maintain a Public Trust clearance Candidates must have lived in the United States 3 out of the past 5 years PREFERRED EXPERIENCE: 1 plus years of experience in the health industry/health insurance domain is preferred but not required. Experience serving CMS or US Federal Government Helpdesk/ServiceDesk. EDUCATION & CERTIFICATIONS: High school Diploma or GED If you need accommodation seeking employment with Sparksoft Corporation, please email [email protected] or call 410-424-7700. Accommodations are made on a case-by-case basis. At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at [email protected] upon receiving a suspicious request Apply Job!