Helpdesk Agent

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

📋 Description

• Deliver prompt, courteous, and precise Tier 1 and preliminary Tier 2 assistance for various program support inquiries received via phone and/or email.

• Exhibit exceptional verbal and written communication skills.

• Clearly and accurately convey information to users to ensure they understand the necessary steps to address their concerns, issues, or problems.

• Assist with customer request channels, which include telephone, email, voicemail, and mailed correspondence.

• Diligently record, process, and/or follow up on every customer incident utilizing multiple software applications.

• Respond daily to written correspondence to provide accurate and informative resolutions.

• Adhere to documented workflows and escalation procedures to ensure compliance with service levels and standards.

• Safeguard sensitive information and comply with all HIPAA and federal security requirements.

• Engage in regular training, quality assurance sessions, and updates to processes.

• Perform other responsibilities as assigned by the Supervisor or Manager.

⛳️ Requirements

• Minimum of 2 years of experience in a call center or customer service environment.

• Over 2 years of experience with computer-based CRM systems, including enterprise tools for ticket/case management and telephony operations.

• Must be able to pass a federal background check and maintain the necessary Public Trust clearance.

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

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

• Availability to work various shifts, excluding weekends.

• Capability to work independently, manage time efficiently, and meet performance metrics.

• Excellent PC keyboarding skills with the ability to listen and type simultaneously.

• Proficient in Microsoft Windows applications, including MS Outlook and MS Word.

• Experience in the health industry or health insurance domain is preferred but not mandatory.

• Experience serving HHS, HRSA, or a U.S. Federal Government Helpdesk/Service Desk.

• Maintain a designated, distraction-free home workspace to ensure professional call handling and confidentiality.

• Ensure high-speed internet connectivity, either through hardwired Ethernet or stable Wi-Fi, meeting the minimum system requirements.

• Internet speed: minimum of 25/5 Mbps; 50/10 Mbps recommended if shared.

• High school diploma or equivalent is required.

🏝️ Benefits

• Competitive salary and a 401(k) plan with employer contributions to assist you in planning for the future.

• Flexible paid time off and hybrid work arrangements that promote a genuine work-life balance.

• Comprehensive health coverage, including medical, dental, vision, life, and disability insurance.

• A thoughtfully designed in-office experience that encourages community, team connections, and innovation.

• Opportunities to contribute through Sparksoft Cares, including annual company-wide fundraising initiatives.

• Training and development programs aimed at building new skills and preparing you for leadership positions.

• A collaborative, transparent, and enjoyable workplace culture—recognized as a Great Place to Work®.