Customer Service Representative – Tier 1 - Government IT Solutions and Innovation

Join the Sparksoft Team: Where Passion Drives Innovation and Excellence

At Sparksoft, we're not just another tech company; we're a catalyst for change. Our mission is to revolutionize the way you work by delivering cutting-edge IT solutions that have a lasting impact across the nation. We serve a diverse range of government clients, and our true strength lies in our people – the problem-solvers and innovators who consistently deliver extraordinary outcomes. If you're looking for a role that goes beyond routine and offers a chance to be part of a team committed to innovation and excellence, then Sparksoft is the place for you.

About Sparksoft

Sparksoft is a leading provider of IT solutions to government clients, delivering impact that's felt across the nation. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders. We're a company that values passion, creativity, and collaboration, and we're looking for talented individuals who share these values.

Job Summary

We're seeking an experienced Customer Service Representative – Tier 1 to join our team. As a Tier 1 Service Desk Representative, you will be the first point of contact for our government clients, providing exceptional customer service and support for a range of IT-related inquiries. This is a unique opportunity to be part of a team that's making a real difference in the lives of citizens and to develop your skills in a fast-paced and dynamic environment.

Key Responsibilities

• Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies via phone and email.
• 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.
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications.
• 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 Tier 2 support teams.

Essential Qualifications

Experience

• A minimum of 1 year of experience in a high-volume call center.
• 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).

Skills and Competencies

• Excellent communication and phone skills.
• Exceptional Customer Service skills.
• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.

Clearances and Requirements

• 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.

Preferred Qualifications

Experience

• 1+ year of experience in the health industry/health insurance domain.
• Experience serving CMS or US Federal Government Helpdesk/ServiceDesk.

Education and Certifications

• High school Diploma or GED.

What We Offer

Career Growth Opportunities

At Sparksoft, we're committed to the growth and development of our employees. We offer a range of training and development programs to help you advance your career and achieve your goals.

Learning Benefits

We believe in continuous learning and provide our employees with access to the latest technologies and training programs. You'll have the opportunity to develop your skills and expertise in a range of areas, from IT and customer service to leadership and management.

Work Environment and Company Culture

Our work environment is collaborative, dynamic, and supportive. We value diversity, inclusion, and teamwork, and we're committed to creating a workplace that's welcoming and inclusive for all employees.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including opportunities for bonuses and professional growth. Our benefits package includes:

• Competitive salary
• Comprehensive health insurance
• Retirement savings plan
• Paid time off
• Flexible work arrangements

How to Apply

If you're passionate about delivering exceptional customer service and support, and you're looking for a role that offers a chance to make a real difference, then we want to hear from you. Please submit your application, including your resume and cover letter, and we'll be in touch to discuss your qualifications further.

If you need accommodation seeking employment with Sparksoft Corporation, please email [email protected] or call 410-424-7700. Accommodations are made on a case-by-case basis.

At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at [email protected] upon receiving a suspicious request.