Customer Service Representative – Tier 1 - BTS Software Solutions

BTS Software Solutions is seeking a Customer Service Representative - Tier 1.

Position Summary & Responsibilities:

BTS Software Solutions is seeking a Customer Services and Information Technology Officer to provide Close Support and problem resolution for technology products and/or applications. Depending upon the area of assignment, work may include the following activities: technology or systems-related, centralized customer service center functions; developing and improving the processes of a technology customer service center; interfacing daily with representatives from all elements of the Customer to resolve technical issues and outages; identifying, analyzing, and implementing process changes; developing performance measures for the Customer organization; managing the transition of IT service and infrastructure initiatives; providing technical guidance and direction to component close support teams for all new and component specific applications and deployments.

Overview: 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.

Responsibilities:
• The Service Desk 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, CMS_FEPS@cms.hhs.gov.
• 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 using Knowledge Based Articles (KBA).
• Provide process guidance and technical assistance to requesters seeking assistance 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.
• A Minimum of 1 year of experience in a high-volume call center is required.
• A Minimum of 1 year of experience in a ticketing system (i.e., ServiceNow, Salesforce, Remedy).
• A Minimum of 1 year of experience with an IVR system (i.e., CXOne, Five9, AWS, Genesys)

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
PREFERRED EXPERIENCE:

1 plus years of experience in the health industry/health insurance domain is preferred but not required.

Experience serving CMS or US Federal Government Helpdesk/ServiceDesk.

Education/Years of Experience:
• High school Diploma or GED