Customer Service Representative - Tier 1

Sparksoft Corporation is a catalyst for change in the tech industry, focused on revolutionizing IT solutions for government clients. They are seeking a Customer Service Representative to provide Tier 1 support for various inquiries, ensuring timely and accurate assistance while maintaining compliance with security standards.

Responsibilities:

• 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

Requirements:

• 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
• Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality
• Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements
• Internet Speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared
• Connection: Wired (cable/fiber) preferred
• Device Setup: Ethernet connection preferred; Wi-Fi acceptable if stable
• High school Diploma or Equivalent
• 1 plus years of experience in the health industry/health insurance domain is preferred but not required
• Experience serving CMS or US Federal Government Helpdesk/ServiceDesk