Sparksoft Corporation

Customer Service Representative, Tier 1

Sparksoft Corporation

full-time

Posted on:

Location Type: Hybrid

Location: Maryland • United States

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Job Level

Junior

Tech Stack

ServiceNow

About the role

  • 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
Benefits
  • 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®
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Tier 1 supportaccount access supportpassword resetstroubleshootingServiceNowticket managementtelephony operationscompliance standardsHIPAA standards
Soft Skills
verbal communicationwritten communicationactive listeningcustomer-first mindsettime managementattention to detailprofessionalismindependencemultitasking
Certifications
Public Trust clearance