Customer Service Representative – Tier 1

Sparksoft Corporation

Customer Service Representative providing Tier 1 support to government clients via phone and email. Logging inquiries, providing account access support, and offering process guidance.

Posted 7/24/2026full-timeColumbia • Maryland • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Tier 1 service desk support, including account access assistance and inquiry triage, while maintaining exceptional customer service and communication skills. Proficient in using ticketing systems and IVR systems to manage high-volume inquiries effectively.

Highest-signal resume keywords

Customer Service SkillsServiceNow ExperienceIVR System ExperienceHigh-Volume Call Center ExperiencePublic Trust Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Desk SupportAccount Access SupportInquiry TriageTicketing System ExperienceIVR System Experience

Soft Skills

Excellent Communication SkillsExceptional Customer Service Skills

Tools & Technologies

ServiceNowCXOneFive9AWSGenesys

Certifications & Qualifications

Public Trust Clearance

Industry Keywords

Health Insurance ExchangesCMS/CCIIOCOTS ProductsKnowledge Based Articles

Tech Stack

Tools & technologies

AWSServiceNow

About the role

Key responsibilities & impact

The Service Desk Representative Tier 1 will be an 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 based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email.
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 using Knowledge Based Articles (KBA).
Provide process guidance and technical assistance to requesters seeking assistance based on information provided by CMS/CCIIO business owners and Tier2 support teams.

Requirements

What you’ll need

Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
Excellent communication and phone skills. Exceptional Customer Service skills.
A Minimum of 1 year of experience in a high-volume call center is required.
A Minimum of 1 year of experience in a ticketing system (i.e., ServiceNow, Salesforce, Remedy).
A Minimum of 1 year of experience with an IVR system (i.e., CXOne, Five9, AWS, Genesys).
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

Comp & perks

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®