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Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- 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 received by phone or email
- Provide account access support, including password resets and account unlocking for marketplace applications and COTS products
- Log user inquiries in ServiceNow and assign them to the appropriate internal groups or Tier 2 support
- Triage inquiries by marketplace functions and assign them to the appropriate marketplace systems or CCIIO business groups
- Provide general policy information and process guidance based on information from CMS/CCIIO business owners and Tier 2 support teams
- Respond accurately to or properly route IT inquiries and escalations for the CMS Marketplace Service Desk
- Provide complete responses and ticket status information while meeting service expectations
- Use a Knowledge Base to locate scripted answers and document contact information in the database
- Escalate requests to appropriate IT departments to prevent work stoppage
- Guide customers on next steps and summarize contacts, responses and referrals
Requirements
What you’ll need- GED or higher
- At least 1 year 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 customer
- Experience with thorough documentation of contact
- Proven excellent customer service skills
- Excellent verbal and written communications
- Must have 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
- Strong communication skills and multi-tasking skills
- Strong verbal customer service skills
- Must be available to work nights, holidays and weekends
- Must have lived in the United States at least three (3) out of the last five (5) years prior to consideration
- Must be able to obtain and maintain a public trust clearance
- CxOne and ServiceNow knowledge a plus
- High volume IT Support experience
Benefits
Comp & perks- Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year
- Eleven (11) paid holidays per year
- Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans
- Ongoing training to support your success
- Tuition reimbursement based on Leidos policy
- Discounted Leidos stock purchase and other Employee Discounts
- Remote/teleworker work arrangement