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Tier 1 Helpdesk Agent

3 hours, 53 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
HIPAA
Apply Now
Sparksoft

Sparksoft

Sparksoft Corporation is an 8(a) certified, women-owned minority business specializing in Health IT solutions. They deliver innovative IT solutions, support critical projects, develop award-winning applications, and provide cost-saving tools for client...

Internet Software & Services
51-250
Founded 2004
View All Jobs 14

Description

  • Provide timely and accurate Tier 1 and preliminary Tier 2 support by phone and email.
  • Communicate resolution steps clearly and professionally to users.
  • Support telephone, email, voicemail, and mailed correspondence channels.
  • Record, process, and follow up on incidents using CRM, case-management, and telephony systems.
  • Respond to written correspondence with accurate and informative resolutions.
  • Follow documented workflows, escalation procedures, service levels, and compliance standards.
  • Protect sensitive information and comply with HIPAA and federal security requirements.
  • Participate in training, quality assurance sessions, and process updates.

Requirements

  • At least 2 years of call center or customer service experience.
  • At least 2 years of experience using computer-based CRM, ticketing, case-management, and telephony systems.
  • High school diploma or equivalent.
  • Strong verbal and written communication, active listening, and customer-service skills.
  • Ability to pass a federal background check and maintain Public Trust clearance.
  • Must have lived in the United States for at least 3 of the past 5 years.
  • Availability to work multiple shifts, excluding weekends.
  • Ability to work independently, manage time, and meet performance metrics.
  • Proficient PC keyboarding skills, including listening and typing simultaneously.
  • Proficiency with Microsoft Windows, Outlook, and Word.
  • Ability to maintain a distraction-free home workspace with internet of at least 25/5 Mbps; 50/10 Mbps recommended if shared.
  • Health industry or health insurance experience preferred.
  • Experience supporting HHS, HRSA, or a U.S. federal helpdesk preferred.

Benefits

  • Competitive compensation and 401(k) with employer contributions.
  • Flexible paid time off and hybrid work options.
  • Medical, dental, vision, life, and disability insurance.
  • Training and professional development programs.
  • Opportunities to participate in company fundraising and community service.
  • Collaborative workplace culture with curated in-office experiences.

Interested in this position?

Apply directly on the company website

Apply Now

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