Customer Service Representative - Tier 1

Role & Responsibilities:

• Provide Tier 1 service desk support for insurance issuers, agents, Web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies via phone or email.
• Log user inquiries in Service Now, triage by marketplace functions, and assign to appropriate internal groups before escalating to Tier 2.
• Provide account access support such as password resets and unlocking accounts for various marketplace applications.

Required Experience:

• Minimum of 1 year in a high-volume call center.
• Minimum of 1 year using a ticketing system (e.g., ServiceNow, Salesforce, Remedy).
• Minimum of 1 year with an IVR system (e.g., CXOne, Five9, AWS, Genesys).

What We Offer:

• Competitive compensation and 401(k) with employer contributions.
• Flexible paid time off and hybrid ways of working.
• Comprehensive health coverage including medical, dental, vision, life, and disability insurance.