**Experienced Full Stack Customer Service Representative – Insurance and Healthcare Industry Support**

Are you a customer service enthusiast with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we have an exciting opportunity for you to join blithequark's Digital Modernization Sector as a Computer Operator/Tier 1 Customer Service Representative. **About blithequark** blithequark is a leading provider of innovative solutions and services to the insurance and healthcare industries. Our mission is to empower our clients with cutting-edge technology and expertise, enabling them to deliver exceptional customer experiences and drive business growth. As a member of our team, you'll be part of a dynamic and collaborative environment where creativity, innovation, and customer-centricity come together to drive success. **Job Summary** We're seeking an experienced and highly skilled Customer Service Representative to join our team. As a Computer Operator/Tier 1 Customer Service Representative, you'll be responsible for providing exceptional support to our clients, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies. You'll be the first point of contact for our clients, handling a high volume of inquiries via phone, email, and other channels. Your primary goal will be to provide timely, accurate, and helpful responses that meet and exceed our clients' expectations. **Key Responsibilities** * Provide Tier 1 service desk support for insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies * Answer customer inquiries via phone, email, and other channels * Provide account access support, such as password resets and unlocking accounts for various marketplace applications * 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 * Provide general policy information supplied by the business owners and Tier 2 systems * Provide process guidance to requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams * Respond effectively and accurately to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk * Utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database * Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges * Provide guidance to customers on next steps as well as summarize the contact including the responses and the referrals **Essential Qualifications** * GED or higher * Less than 1+ years of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs, and issues at one time * Experience with follow-up and closure for customers * Experience with thorough documentation of contact * Proven excellent customer service skills * Excellent verbal and written communication skills * Strong focus, dedication to research, and resolve issues * Excellent knowledge of computers and Microsoft systems, 40 wpm typing * Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function **Desired Skills** * CxOne and ServiceNow knowledge a plus * High volume IT Support experience **Work Environment and Culture** As a member of our team, you'll enjoy a dynamic and collaborative work environment that values innovation, creativity, and customer-centricity. Our team is passionate about delivering exceptional support experiences and is committed to making a positive impact in the insurance and healthcare industries. We offer a range of benefits and perks, including: * Competitive hourly rate of $17.86/hour * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Flexible work arrangements, including remote work options **Compensation and Benefits** The hourly rate for this position is $17.86/hour. The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. We look forward to hearing from you and exploring how you can contribute to our team's success!