Tier 1 Customer Service Representative

Leidos delivers innovative solutions through diverse teams dedicated to customer success. The Tier 1 Customer Service Representative will provide service desk support for CMS Marketplace users, handle account access issues and inquiries, document and triage requests, and escalate issues to appropriate teams while maintaining accurate and responsive customer service.

Responsibilities:

• 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, CMS_FEPS@cms.hhs.gov
• 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 Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams
• Respond effectively and accurately to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk
• Provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations
• Utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database
• Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges
• Provides guidance to customer on next steps as well as summarizes the contact including the responses and the referrals
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products
• Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. 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

Requirements:

• GED or higher
• At least 1 year of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time
• Experience with follow up and closure for customer
• Experience with thorough documentation of contact
• Proven excellent customer service skills
• Excellent verbal and written communications
• Must have strong focus, dedication to research and resolve issues
• Excellent knowledge of computers and Microsoft systems, 40 wpm typing
• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function
• Strong communication skills and multi-tasking skills
• Strong verbal customer service skills
• Must be available to work nights, holidays and weekends
• All candidates supporting the CMS programs must have lived in the United. States at least three (3) out of the last five (5) years prior to be considered
• Must be able to obtain and maintain a public trust clearance
• Position requires shift flexibility to support 8am – 8pm on Monday through Friday (a 8x5 day operation) with expanded weekend operations in September and October
• CxOne and ServiceNow knowledge a plus
• High volume IT Support experience