Tier 1 Helpdesk Agent
New
S
SparksoftIT helpdesk
Remote/Hybrid if local to MarylandFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- At least 2 years of call center experience/customer service experience; 2+ years of experience using computer-based CRM systems. 1+ years of experience in the health industry/health insurance domain is preferred but not required.
- Required Skills
- Customer serviceHIPAA
Requirements
- Have at least 2 years of call center or customer service experience.
- Have 2+ years of experience using computer-based CRM systems, including enterprise ticket/case management and telephony tools.
- Hold a high school diploma or equivalent.
- Be able to pass a federal background check and maintain the required Public Trust clearance.
- Have strong verbal and written communication and active listening skills.
- Be available to work multiple shifts, not including weekends.
- Be able to work independently, manage time, and meet performance metrics.
- Have excellent PC keyboarding skills and be able to listen and type simultaneously.
- Be proficient in Microsoft Windows applications, including Outlook and Word.
- Maintain a designated, distraction-free home workspace and internet connectivity that meets minimum system requirements.
Responsibilities
- Provide courteous, timely, and accurate Tier 1 and preliminary Tier 2 support for program-support inquiries received by phone or email.
- Communicate resolution steps clearly and precisely to users.
- Support requests received through telephone, email, voicemail, and mailed correspondence.
- Record, process, and follow up on customer incidents using multiple software applications.
- Respond to written correspondence with accurate and informative resolutions.
- Follow documented workflows and escalation procedures to meet service levels and compliance standards.
- Protect sensitive information and uphold HIPAA and federal security standards.
- Participate in training, quality assurance sessions, and process updates.
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