Customer Service Representative - Tier 1
New
S
SparksoftIT Solutions
Remote/Hybrid if local to MarylandFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1 year
- Required Skills
- AWSSalesforceCustomer serviceServiceNow
Requirements
- Minimum of 1 year of experience in a high-volume call center.
- Minimum of 1 year of experience in a ticketing system (e.g., ServiceNow, Salesforce, Remedy).
- Minimum of 1 year of experience with an IVR system (e.g., CXOne, Five9, AWS, Genesys).
- High school Diploma or GED.
- Excellent communication and phone skills.
- Exceptional Customer Service skills.
- Ability to obtain and maintain a Public Trust clearance.
- Must have lived in the United States 3 out of the past 5 years.
- Receptive to training for business acumen and service desk operational processes.
Responsibilities
- Provide Tier 1 service desk support for insurance issuers, agents, web brokers, and government application users via phone and email.
- Perform account access support tasks, including password resets and account unlocking for marketplace applications.
- Log user inquiries in ServiceNow and assign them to the appropriate internal groups or Tier 2 support.
- Triage inquiries by marketplace functions and assign to correct business groups.
- Deliver general policy information and process guidance to requesters based on established Knowledge Based Articles.
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