Customer Service Representative - Tier 1

Sparksoft Corporation

3h • Remote

About The Position

Sparksoft is a tech company dedicated to revolutionizing work through innovative IT solutions for government clients, aiming to deliver national impact. The company prides itself on its people, who are described as problem-solvers and innovators committed to excellence, supported by specialized Innovation Centers that continuously refine methods. Joining Sparksoft means becoming part of a team focused on groundbreaking ideas and transformative technologies. This role is for a Customer Service Representative - Tier 1, providing essential support and contributing to the company's mission.

Requirements

• 1+ years of experience in a high-volume call center is required.
• 1+ year of experience utilizing computer-based platforms, including enterprise tools for ticket/case management and telephony operations
• Ability to pass a federal background check and maintain required program clearance
• Must have lived in the United States for at least 3 of the past 5 years
• Strong verbal and written communication skills, active listening, and a customer‑first mindset.
• Ability to work independently, manage time effectively, and meet performance metrics.
• Ability to multitask while maintaining attention to detail and professionalism.
• 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
• Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality.
• Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.
• Internet Speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared
• Connection: Wired (cable/fiber) preferred
• Not Recommended: Hotspots, wireless home internet, satellite
• Device Setup: Ethernet connection preferred; Wi-Fi acceptable if stable

Nice To Haves

• 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.

Responsibilities

• Provide courteous, timely, and accurate Tier 1 support for a variety of inquiries related to the program support received via phone and / or email.
• Attains a minimum of 85.1% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours
• Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues across applications.
• Accurately log all user interactions in ServiceNow, assigning tickets to the appropriate internal groups or escalating to Tier 2 support as necessary.
• Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.
• Ensure protection of sensitive information and uphold all HIPAA and federal security standards.
• Participate in regular training, quality assurance sessions, and process updates

Benefits

• Competitive compensation and a 401(k) with employer contributions to help you plan for the future
• Flexible paid time off and hybrid ways of working that support true work-life balance
• Comprehensive health coverage—including medical, dental, vision, life, and disability insurance
• A curated in-office experience designed to foster community, team connections, and innovation
• Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
• Training and development programs that build new skills and prepare you for leadership roles
• A collaborative, transparent, and fun culture—recognized as a Great Place to Work®

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees