Help Desk Call Center Representative

Overview

The Tier 1 Helpdesk Call Center Representative (CSR) will be responsible for providing exceptional Tier 1 customer support. This role involves handling inquiries from insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies via phone, chat, and email.

This position is fully remote (work from home).

Qualifications

• High School Diploma or GED.
• Ability to successfully pass a federal background investigation and drug screen.
• Prior experience as a customer service representative including help desk and ticketing support.
• Experience with help desk ticketing software such as ServiceNow, SolarWinds, or ZenDesk.
• Willingness to undergo training for business acumen adoption, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function.
• Bilingual a plus

Must successfully pass preemployment criteria testing and when applicable, an internet speed test

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Responsibilities

• Deliver Tier 1 service desk support for various stakeholders, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies.
• Assist with account access issues, such as password resets and unlocking accounts for marketplace applications, including COTS products like TIBCO MFT.
• Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support.
• Triage inquiries based on marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups, utilizing skills and knowledge acquired through training.
• Provide general policy information as supplied by business owners and Tier 2 systems.
• Offer process guidance to requesters based on information provided by business owners and Tier 2 support teams.
• Perform other duties and tasks as assigned.