Customer Service Representative - Tier 1
About The Position
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.
Requirements
- 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.
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 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.
Benefits
- Competitive compensation
- 401(k) with employer contributions
- Flexible paid time off
- Hybrid ways of working
- Comprehensive health coverage—including medical, dental, vision, life, and disability insurance
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
