Service Desk Representative

ROLE & RESPONSIBILITIES: 

• Provide courteous, timely, and accurate Tier 1 support for a variety of inquiries related to the Health Insurance Marketplace received via phone and / or email.
• Attains a minimum of 85.1% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
• Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues across multiple applications.
• Accurately log all user interactions in ServiceNow, assigning tickets to the appropriate internal groups or escalating to Tier 2 support as necessary.
• Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.
• Ensure protection of sensitive information and uphold all HIPAA and federal security standards. Participate in regular training, quality assurance sessions, and process updates.

REQUIRED EXPERIENCE: 

• A Minimum of 1 year of experience in a high-volume call center is required.
• Minimum of 1 year of experience utilizing computer-based platforms, including enterprise-grade tools for ticket/case management and telephony operations.
• Ability to pass a federal background check and maintain required program clearance.
• Candidates must be able to obtain and maintain a Public Trust clearance.
• Candidates must have lived in the United States 3 out of the past 5 years.
• Excellent verbal and written communication skills, active listening, and a customer-first attitude.
• Ability to work independently, manage time effectively, and meet performance metrics.
• Ability to multitask while maintaining attention to detail and professionalism.

Home Office Requirements:

• Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality.
• Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.
• Internet Speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared.
• Connection: Wired (cable/fiber) preferred.
• Not Recommended: Hotspots, wireless home internet, satellite.
• Device Setup: Ethernet connection preferred; Wi-Fi acceptable if stable.

PREFERRED EXPERIENCE: 

• N/A

EDUCATION & CERTIFICATIONS:

• High school Diploma or Equivalent