One stop solution to your remote job hunt!
By signing up you get access to highly customizable remote jobs newsletter, An app which helps you in your job hunt by providing you all the necessary tools.
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, [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
- 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