Computer Operator/tier 1 Customer Service Representative - Remote Eligible

Computer Operator/Tier 1 Customer Service Representative

The Digital Modernization Sector has an opening for a Computer Operator/Tier 1 Customer Service Representative. Position requires shift flexibility to support 8am – 8pm on Monday through Friday (a 8x5 day operation) with expanded weekend operations in September and October. The hourly rate for this position is $17.86/hr.

The Computer Operator/Tier 1 Customer Service Representative (CSR) will be an experienced representative responsible for answering Tier 1 customer inquiries. CSR will:

• Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, CMS_FEPS@cms.hhs.gov.
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT.
• Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors.
• Provide general policy information supplied by the business owners and Tier 2 systems Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.
• Respond effectively and accurately to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk.
• Provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations.
• Utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database.
• Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges.
• Provides guidance to customer on next steps as well as summarizes the contact including the responses and the referrals.
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products.
• Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support.

Required Qualifications:

• GED or higher.
• 1+ years of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time.
• Experience with follow up and closure for customer. Experience with thorough documentation of contact.
• Proven excellent customer service skills.
• Excellent verbal and written communications.
• Must have strong focus, dedication to research and resolve issues.
• Excellent knowledge of computers and Microsoft systems.
• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
• Strong communication skills and multi-tasking skills.
• Strong verbal customer service skills.
• Must be available to work nights, holidays and weekends.
• All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior to be considered.
• Must be able to obtain and maintain a public trust clearance.

Desired Skills:

• CxOne and ServiceNow knowledge a plus.
• High volume IT Support experience.