Tier 1 Customer Service

Position Requirements: - Provide Tier 1 service desk support for insurance issuers, Agents, Web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies. - Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT. - Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. - Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups. - Provide general policy information and process guidance to requesters. - Respond effectively and accurately to or properly route IT inquiries and escalations. - Provide the customer with accurate and complete responses and ticket status information. - Utilize a Knowledge Base to locate scripted answers and thoroughly document information. - Escalate requests to appropriate IT departments to prevent work stoppage. - Provide guidance on next steps and summarize contacts including responses and referrals. Required Qualifications: - GED or higher. - At least 1 year of customer service experience using multiple systems. - Ability to manage multiple systems, tabs, and issues simultaneously. - Experience with follow up, closure, and thorough documentation. - Excellent verbal and written communications. - 40 wpm typing speed and strong knowledge of computer/Microsoft systems. - Ability to work nights, holidays, and weekends. - Must have lived in the United States at least three (3) out of the last five (5) years. - Ability to obtain and maintain a public trust clearance. Desired Skills: - CxOne and ServiceNow knowledge. - High volume IT Support experience.