Customer Service Representative – Tier I

Customer Service Representative – Tier I

Fully Remote

Remote Worker – N/A

Description

Location: Remote

Position Summary:

Are you a Customer Service Representative looking to positively impact millions of people? Our selected candidate will join a team of dreamers, drivers, and doers helping reshape federal healthcare IT.

Sparksoft is a fast-growing woman-owned small business that provides innovative technical solutions to the federal government. We are seeking a Customer Service Representative to help support an enterprise-level service desk that will aid in operations, customer service management, and case management.

Responsibilities:

• The Customer Service 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, CMS_FEPS@cms.hhs.gov.
• 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
• Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.

Requirements

Required Skills:

• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.

Desired Skills:

• A Minimum of 1 year of experience in a customer service position or call center environment is not required but is preferred.

Education:

• High school Diploma or GED