Helpdesk Agent

Job Description:

• Provide courteous, timely, and accurate Tier 1 and preliminary Tier 2 support for a variety of inquiries related to program support received via phone and/or email
• Demonstrate excellent verbal and written skills
• Communicate with users clearly and precisely to ensure their understanding of the steps necessary to resolve concerns, issues, or problems
• Support customer request channels, including telephone, email, voicemail, and mailed correspondence
• Accurately record, process, and/or follow up on each customer incident using multiple software applications
• Respond daily to written correspondence to provide an accurate and informative resolution
• Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met
• Ensure the protection of sensitive information and uphold all HIPAA and federal security standards
• Participate in regular training, quality assurance sessions, and process updates
• Complete other duties as assigned by the Supervisor or Manager

Requirements:

• At least 2 years of call center experience/customer service experience
• 2+ years of experience using computer-based CRM systems, including enterprise tools for ticket/case management and telephony operations
• Ability to pass a federal background check and maintain the required Public Trust clearance
• Must have lived in the United States for at least 3 of the past 5 years
• Strong verbal and written communication skills, active listening skills, and a customer-first mindset
• Must be available to work multiple shifts, not including weekends
• Ability to work independently, manage time effectively, and meet performance metrics
• Excellent PC keyboarding skills and the ability to listen and type simultaneously
• Proficiency in Microsoft Windows applications, including MS Outlook and MS Word
• 1+ years of experience in the health industry/health insurance domain is preferred but not required
• Experience serving HHS, HRSA, or a U.S. Federal Government Helpdesk/Service Desk
• 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
• High school diploma or equivalent

Benefits:

• Competitive compensation and a 401(k) with employer contributions to help you plan for the future
• Flexible paid time off and hybrid ways of working that support true work-life balance
• Comprehensive health coverage—including medical, dental, vision, life, and disability insurance
• A curated in-office experience designed to foster community, team connections, and innovation
• Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
• Training and development programs that build new skills and prepare you for leadership roles
• A collaborative, transparent, and fun culture—recognized as a Great Place to Work®