Customer Service Representative – Tier I at Sparksoft

Location: Remote, US
| Entry-level | Full-time

Customer Service Representative – Tier I

Fully Remote

Remote Worker – N/A


Location: Remote

Position Summary:

Are you a Customer Service Representative looking to positively impact millions of people? Our selected candidate will join a team of dreamers, drivers, and doers helping reshape federal healthcare IT.

Sparksoft is a fast-growing woman-owned small business that provides innovative technical solutions to the federal government. We are seeking a Customer Service Representative to help support an enterprise-level service desk that will aid in operations, customer service management, and case management.


  • The Customer Service Representative Tier 1 will be an experienced representative responsible for answering Tier 1 customer inquiries.
  • 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,
  • 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 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.


Required Skills:

  • Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.

Desired Skills:

  • A Minimum of 1 year of experience in a customer service position or call center environment is not required but is preferred.


  • High school Diploma or GED

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