Service Desk Representative - Tier 1

ROLE & RESPONSIBILITIES: 

•    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

REQUIRED EXPERIENCE: 

•    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

Home Office Requirements:
•    Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality.
•    Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.
•    Internet Speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared
•    Connection: Wired (cable/fiber) preferred
•    Not Recommended: Hotspots, wireless home internet, satellite
•    Device Setup: Ethernet connection preferred; Wi-Fi acceptable if stable

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 Equivalent