Help Desk Call Center Representative

Senture • Concordia, KS

20h • Remote

About The Position

The Tier 1 Helpdesk Call Center Representative (CSR) will be responsible for providing exceptional Tier 1 customer support. This role involves handling inquiries from insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies via phone, chat, and email. This position is fully remote (work from home).

Requirements

• High School Diploma or GED.
• Ability to successfully pass a federal background investigation and drug screen.
• Prior experience as a customer service representative including help desk and ticketing support.
• Experience with help desk ticketing software such as ServiceNow, SolarWinds, or ZenDesk.
• Willingness to undergo training for business acumen adoption, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function.
• Must successfully pass preemployment criteria testing and when applicable, an internet speed test

Nice To Haves

• Bilingual a plus

Responsibilities

• Deliver Tier 1 service desk support for various stakeholders, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies.
• Assist with account access issues, such as password resets and unlocking accounts for marketplace applications, including COTS products like TIBCO MFT.
• Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support.
• Triage inquiries based on marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups, utilizing skills and knowledge acquired through training.
• Provide general policy information as supplied by business owners and Tier 2 systems.
• Offer process guidance to requesters based on information provided by business owners and Tier 2 support teams.
• Perform other duties and tasks as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED