Tier 1 Helpdesk Agent

Columbia, MDfull time

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On Site

mid

H1B: no

Sparksoftcorporation Tier 1 Helpdesk Agent providing courteous, timely, and accurate Tier 1 and preliminary Tier 2 support for program inquiries via phone and email. The role includes documenting incidents, following escalation procedures, and ensuring compliance with HIPAA and federal security standards.

Responsibilities

Provide courteous, timely, and accurate Tier 1 and preliminary Tier 2 support for program inquiries via phone and/or email
Communicate with users clearly and precisely to ensure understanding of resolution steps
Support customer request channels including telephone, email, voicemail, and mailed correspondence
Accurately record, process, and follow up on each customer incident using multiple software applications
Respond daily to written correspondence to provide accurate and informative resolution
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
Complete other duties as assigned by Supervisor or Manager

Qualification

Ability to work independentlyExperience serving HHSHOME OFFICE REQUIREMENTSMaintain a designatedEnsure high-speed internet connectivityInternet speedNot recommendedDevice setup

Required

At least 2 years of call center experience/customer service experience.
2+ years of experience using computer-based CRM systems, including enterprise tools for ticket/case management and telephony operations.
Ability to pass a federal background check and maintain the required Public Trust 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 skills, and a customer-first mindset.
Must be available to work multiple shifts, not including weekends.
Ability to work independently, manage time effectively, and meet performance metrics.
Excellent PC keyboarding skills and the ability to listen and type simultaneously.
Proficiency in Microsoft Windows applications, including MS Outlook and MS Word.

Preferred

1+ years of experience in the health industry/health insurance domain is preferred but not required.
Experience serving HHS, HRSA, or a U.S. Federal Government Helpdesk/Service Desk.
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.
Not recommended: hotspots or satellite.
Device setup: Ethernet connection preferred; Wi-Fi acceptable if stable.

Benefits

Medical
Dental
Vision
401(k)
PTO
Life Insurance

Company

Sparksoftcorporation

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Source: greenhouse

Active within the past hour

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Must-Have Skills for This Role

CRM systemsMicrosoft WindowsMS OutlookMS Wordtelephony operations

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