Provide courteous, timely, and accurate Tier 1 support for a variety of inquiries related to the program support received via phone and / or email.
Attains a minimum of 85.1% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours
Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues across applications.
Accurately log all user interactions in ServiceNow, assigning tickets to the appropriate internal groups or escalating to Tier 2 support as necessary.
Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.
Ensure protection of sensitive information and uphold all HIPAA and federal security standards.
Participate in regular training, quality assurance sessions, and process updates

1+ years of experience in a high-volume call center is required.
1+ year of experience utilizing computer-based platforms, including enterprise tools for ticket/case management and telephony operations
Ability to pass a federal background check and maintain required program clearance
Must have lived in the United States for at least 3 of the past 5 years
Strong verbal and written communication skills, active listening, and a customer‑first mindset.
Ability to work independently, manage time effectively, and meet performance metrics.
Ability to multitask while maintaining attention to detail and professionalism.
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

Competitive compensation and a 401(k) with employer contributions to help you plan for the future
Flexible paid time off and hybrid ways of working that support true work-life balance
Comprehensive health coverage—including medical, dental, vision, life, and disability insurance
A curated in-office experience designed to foster community, team connections, and innovation
Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
Training and development programs that build new skills and prepare you for leadership roles
A collaborative, transparent, and fun culture—recognized as a Great Place to Work®

Customer Service Representative, Tier 1

Key skills