Network Monitoring Technician 2
Northrop Grumman
ServiceNow
Computer Operator / Tier 1 Customer Service Representative
Leidos
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $18 per hour
Job Level
Junior
Tech Stack
ServiceNow
About the role
- The Computer Operator/ Tier 1 Customer Service Representative (CSR) will be 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.
- Answer inquiries 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.
- Provide guidance to customer on next steps as well as summarize the contact including the responses and the referrals.
Requirements
- GED or higher.
- 1+ years 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.
- Desired: CxOne and ServiceNow knowledge a plus.
- Desired: High volume IT Support experience.
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