Help Desk Call Center Representative

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    "datePosted": "2026-05-15T04:00:00.000Z",
    "description": "<h2>Overview</h2>\n<p>The Tier 1 Helpdesk Call Center Representative (CSR) will be responsible for providing exceptional Tier 1 customer support. This role involves handling inquiries from insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies via phone, chat, and email.</p>\n<p> </p>\n<p>This position is fully remote (work from home).</p>\n<p><strong>Important: You must complete assessments! </strong><strong>Recruiters will not review your application submission until all assessments are complete.</strong></p>\n<p>At the end of the application, you’ll see a screen titled <strong>“Digital Interview.”</strong> Please wait a moment for the <strong>purple link</strong> to load—this will take you to the required assessments. These must be completed from a computer or laptop. Assessments must be completed before moving forward in the process.</p>\n<p> </p>\n<p> </p>\n<h2>Qualifications</h2>\n<ul>\n <li>High School Diploma or GED.</li>\n <li>Ability to successfully pass a federal background investigation and drug screen.</li>\n <li>Prior experience as a customer service representative including help desk and ticketing support.</li>\n <li>Experience with help desk ticketing software such as ServiceNow, SolarWinds, or ZenDesk.</li>\n <li>Willingness to undergo training for business acumen adoption, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function.</li>\n <li>Bilingual a plus</li>\n</ul>\n<p>Must successfully pass preemployment criteria testing and when applicable, an internet speed test</p>\n<p> </p>\n<p>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.</p>\n<h2>Responsibilities</h2>\n<ul>\n <li>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.</li>\n <li>Assist with account access issues, such as password resets and unlocking accounts for marketplace applications, including COTS products like TIBCO MFT.</li>\n <li>Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support.</li>\n <li>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.</li>\n <li>Provide general policy information as supplied by business owners and Tier 2 systems.</li>\n <li>Offer process guidance to requesters based on information provided by business owners and Tier 2 support teams.</li>\n <li>Perform other duties and tasks as assigned.</li>\n</ul>",
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    "validThrough": "2027-05-15T04:00:00.000Z",
    "employmentType": "FULL_TIME",
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