Customer Service Representative

Leidos

Tier 1 Customer Service Representative providing service desk support for CMS inquiries and account issues. Requires excellent customer service skills and at least one year of experience.

Posted 7/29/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $1,786 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and the ability to manage multiple systems while providing accurate and timely support in a Tier 1 service desk environment. Proficient in documentation and communication, with a focus on resolving inquiries effectively.

Highest-signal resume keywords

Customer Service ExperienceService Now ProficiencyDocumentation SkillsMicrosoft Systems KnowledgePublic Trust Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account Access SupportPassword ResetsTriage InquiriesKnowledge Base Utilization40 WPM Typing

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationMulti-Tasking SkillsFocus and DedicationReceptive to Training

Tools & Technologies

Service NowCOTS Products

Industry Keywords

CMSCCIIOHealth Insurance ExchangesMarketplace ApplicationsPublic Trust Clearance

About the role

Key responsibilities & impact

Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies.
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.
Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable.
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.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.
Eleven (11) paid holidays per year.
Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.
Ongoing training to support your success.
Tuition reimbursement based on Leidos policy.
Discounted Leidos stock purchase and other Employee Discounts.