Customer Service Representative - Tier 1 at Sparksoft · Location…

Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.

Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.

We are Sparksoft!

ROLE & RESPONSIBILITIES:

• 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, 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 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.

REQUIRED EXPERIENCE:

• 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

PREFERRED EXPERIENCE:

• 1 plus years of experience in the health industry/health insurance domain is preferred but not required.
• Experience serving CMS or US Federal Government Helpdesk/ServiceDesk.

EDUCATION & CERTIFICATIONS:

• High school Diploma or GED

WHAT WE OFFER:

At Sparksoft, we know that people do their best work when they feel supported, inspired, and connected. That’s why we’ve built a workplace that balances comprehensive benefits with a culture of collaboration and innovation. From flexible time off to professional growth opportunities, we’re committed to helping you thrive both inside and outside of work. When you join Sparksoft, you’ll enjoy:

• 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®

Accessibility and Accommodations: Sparksoft Corporation is committed to providing equal employment opportunities to all individuals. If you require accommodations during the application or interview process, please contact us at Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Requests are reviewed and fulfilled on a case-by-case basis.

Security Notice: Your privacy and data security are important to us. Sparksoft Corporation will never request sensitive personal information via email. If you receive any suspicious communication claiming to be from Sparksoft, please report it immediately to our security team at abuse@sparksoftcorp.com.

Artificial Intelligence (AI) Policy: While Sparksoft recognizes the value of artificial intelligence in the workplace, our hiring process is designed to assess each candidate’s individual skills, judgment, and problem-solving abilities. To maintain the integrity of this process, the use of AI tools at any stage of the application or interview is strictly prohibited. Violations of this policy may result in disqualification from consideration.