Tier 1 Customer Support Specialist (Government Contract)

Role & Responsibilities:

• Provide courteous, timely, and accurate Tier 1 support for inquiries via phone and/or email.

• Maintain 85.1% availability daily in the telephone ACD queue, logging in promptly at designated work hours.

• Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues across applications.

• Log all user interactions in ServiceNow, assigning tickets to internal groups or escalating to Tier 2 support as needed.

• Follow documented workflows and escalation procedures to meet service levels and compliance standards.

• Ensure protection of sensitive information and uphold HIPAA and federal security standards.

• Participate in regular training, quality assurance sessions, and process updates.

Required Experience:

• 1+ years of experience in a high-volume call center.

• 1+ year of experience with enterprise tools for ticket/case management and telephony operations.

• Ability to pass a federal background check and maintain required program clearance.

• Must have lived in the United States for at least 3 of the past 5 years.

• Strong verbal and written communication skills, active listening, and a customer-first mindset.

• Ability to work independently, manage time effectively, and meet performance metrics.

• Ability to multitask while maintaining attention to detail and professionalism.

• Must be able to obtain and maintain a Public Trust clearance.

Home Office Requirements:

• Maintain a designated, distraction-free workspace for professional call handling and confidentiality.

• Ensure high-speed internet connectivity with a minimum of 25/5 Mbps (recommended: 50/10 Mbps if shared).

• Wired (cable/fiber) connection preferred; Wi-Fi acceptable if stable.

• Not recommended: Hotspots, wireless home internet, or satellite connections.

Preferred Experience:

• 1+ years of experience in the health industry/health insurance domain (preferred but not required).

• Experience serving CMS or US Federal Government Helpdesk/ServiceDesk.

Education & Certifications:

• High school diploma or equivalent.