Help Desk Representative
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Job Description
Provide Tier 1 customer support for health insurance inquiries via phone, chat, and email. Remote work position located within the United States, focusing on agents and state agencies.
Responsibilities:
- Deliver Tier 1 service desk support for various stakeholders, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies
- Assist with account access issues, such as 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 based on marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups, utilizing skills and knowledge acquired through training
- Provide general policy information as supplied by business owners and Tier 2 systems
- Offer process guidance to requesters based on information provided by business owners and Tier 2 support teams
- Perform other duties and tasks as assigned
Requirements:
- High School Diploma or GED
- Ability to successfully pass a federal background investigation and drug screen
- Prior experience as a customer service representative including help desk and ticketing support
- Experience with help desk ticketing software such as ServiceNow, SolarWinds, or ZenDesk
- Willingness to undergo training for business acumen adoption, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function
- Bilingual a plus
- Must successfully pass preemployment criteria testing and when applicable, an internet speed test
Benefits:
- Health insurance
- Paid time off
- Remote work options
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