Help Desk Representative

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Provide Tier 1 service desk assistance to a range of stakeholders, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies.

• Support users with account access challenges, including password resets and unlocking accounts for marketplace applications, such as COTS products like TIBCO MFT.

• Record user inquiries in ServiceNow and route them to the appropriate internal teams before escalating to Tier 2 support when necessary.

• Assess inquiries based on marketplace functionalities and direct them to the relevant marketplace systems or CCIIO business groups, applying skills and knowledge gained through training.

• Provide general policy information as directed by business owners and Tier 2 systems.

• Offer procedural guidance to requesters based on insights provided by business owners and Tier 2 support teams.

• Carry out additional duties and responsibilities as assigned.

⛳️ Requirements

• High School Diploma or GED.

• Capability to successfully complete a federal background check and drug screening.

• Previous experience in a customer service role, including help desk and ticketing support.

• Familiarity with help desk ticketing systems such as ServiceNow, SolarWinds, or ZenDesk.

• Openness to training for business acumen adoption, service desk operational procedures, and information dissemination in line with Tier 1 service desk functions.

• Bilingual skills are a plus.

• Must successfully complete pre-employment criteria testing and, if applicable, an internet speed test.

🏝️ Benefits

• Health insurance.

• Paid time off.

• Remote work options.