Customer Service Representative – Tier 1

Jobtailor

Maryland

On-site

USD 42,000 - 64,000

Full time

14 days+

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Job summary

Jobtailor is seeking a Service Desk Representative Tier 1 to handle Tier 1 inquiries, provide account access support, and triage requests for Marketplace users and agencies. You will log issues in ServiceNow and coordinate with Tier 2 teams to resolve more complex problems.

The ideal candidate has excellent communication, strong customer service skills, and at least 1 year in a high-volume call center with experience in ticketing and IVR systems.

Qualifications

Training for business acumen, service desk processes, and Tier 1 dissemination.
Excellent communication and phone skills with exceptional customer service.
At least 1 year in a high-volume call center.
At least 1 year in a ticketing system (ServiceNow, Salesforce, Remedy).
Must obtain and maintain a Public Trust clearance.
Must have lived in the United States 3 of the past 5 years.

Responsibilities

Provide Tier 1 service desk support and triage for inquiries.
Log user inquiries in ServiceNow and assign to the appropriate groups.
Provide account access support such as password resets and unlocking accounts.
Triage inquiries by marketplace functions and route to relevant systems.

Skills

Customer Service Skills

Excellent Communication Skills

Exceptional Customer Service Skills

High-Volume Call Center Experience

Tools

ServiceNow

CXOne

Five9

AWS

Genesys

Job description

The Service Desk 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.
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 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 Tier2 support teams.

Requirements

Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
Excellent communication and phone skills. Exceptional Customer Service skills.
A Minimum of 1 year of experience in a high-volume call center is required.
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).
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

Core Competencies

Demonstrates expertise in providing Tier 1 service desk support, including account access assistance and inquiry triage, while maintaining exceptional customer service and communication skills. Proficient in using ticketing systems and IVR systems to manage high-volume inquiries effectively.

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