Tier 1 Helpdesk Agent

Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation. Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders. We are Sparksoft! ROLE & RESPONSIBILITIES - 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 the concern, issue, or problem. - 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. REQUIRED QUALIFICATIONS - 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. PREFERRED QUALIFICATIONS - 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. HOME OFFICE REQUIREMENTS - 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. - Not recommended: hotspots or satellite. - Device setup: Ethernet connection preferred; Wi-Fi acceptable if stable. EDUCATION & CERTIFICATIONS - High school diploma or equivalent. WHAT WE OFFER: At Sparksoft, we know that people do their best work when they feel supported, inspired, and connected. That’s why we’ve built a workplace that balances comprehensive benefits with a culture of collaboration and innovation. From flexible time off to professional growth opportunities, we’re committed to helping you thrive both inside and outside of work. When you join Sparksoft, you’ll enjoy: • 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® Accessibility and Accommodations: Sparksoft Corporation is committed to providing equal employment opportunities to all individuals. If you require accommodations during the application or interview process, please contact us at [email protected] or call 410-424-7700. Requests are reviewed and fulfilled on a case-by-case basis. Security Notice: Your privacy and data security are important to us. Sparksoft Corporation will never request sensitive personal information via email. If you receive any suspicious communication claiming to be from Sparksoft, please report it immediately to our security team at [email protected]. Artificial Intelligence (AI) Policy: While Sparksoft values the appropriate use of artificial intelligence in the workplace, candidates must complete interviews and independent assessments using their own knowledge and abilities. Unless expressly permitted by Sparksoft, the use of AI during interviews and assessments is strictly prohibited. Violations may result in disqualification. Please contact your recruiter regarding accommodation needs.