Customer Service Representative – Tier 1

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 , 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.

• 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., Service Now, 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

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.

• Customer Service Skills
• Service Now Experience
• IVR System Experience
• High-Volume Call Center Experience
• Public Trust Clearance

• Service Desk Support
• Account Access Support
• Inquiry Triage
• Ticketing System Experience
• IVR System Experience

• Excellent Communication Skills
• Exceptional Customer Service Skills

• Public Trust Clearance

• Health Insurance Exchanges
• CMS/CCIIO
• COTS Products
• Knowledge Based Articles

• Service Now
• CXOne
• Five9
• AWS
• Genesys