Customer Service Representative - Tier 1

Resonance CX Partners identifies and validates opportunities from customer-focused organizations like Sparksoft, where innovation and excellence drive transformative IT solutions for government clients nationwide.

About the role

The Service Desk Representative Tier 1 will provide first-level support for insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies. Inquiries are received via phone (1-855-CMS-1515) or email (CMS_FEPS@cms.hhs.gov).

Responsibilities

• Answer Tier 1 customer inquiries via phone and email.
• Provide account access support, including password resets and unlocking accounts for marketplace applications, including COTS products like TIBCO MFT.
• Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support.
• Triage inquiries by marketplace functions and assign them to the correct marketplace systems/CCIIO business groups.
• Provide general policy information using Knowledge Based Articles (KBA) supplied by business owners and Tier 2 systems.
• Offer process guidance and technical assistance based on information from CMS/CCIIO business owners and Tier 2 support teams.

Requirements

• Receptive to training for business acumen, service desk processes, and information dissemination.
• Excellent communication and phone skills.
• Exceptional customer service skills.
• Minimum of 1 year of experience in a high-volume call center.
• Minimum of 1 year of experience with a ticketing system (e.g., ServiceNow, Salesforce, Remedy).
• Minimum of 1 year of experience with an IVR system (e.g., CXOne, Five9, AWS, Genesys).
• Must be able to obtain and maintain a Public Trust clearance.
• Must have lived in the United States for 3 out of the past 5 years.

Qualifications

• High school diploma or GED (required).
• 1+ years of experience in the health industry/health insurance domain (preferred).
• Experience serving CMS or US Federal Government Helpdesk/Service Desk (preferred).

Benefits

• Competitive compensation and a 401(k) with employer contributions.
• Flexible paid time off and hybrid work options for work-life balance.
• Comprehensive health coverage: medical, dental, vision, life, and disability insurance.
• 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 to build new skills and prepare for leadership roles.
• Collaborative, transparent, and fun culture—recognized as a Great Place to Work®.