Customer Service Agent responsible for phone and email communication with customers. Advising on publishing products and ensuring customer satisfaction in a hybrid environment.
About the role
- Customer Service Representative providing timely Tier 1 support for government inquiries via phone and email. Joining Sparksoft to innovate and enhance program support for clients.
Responsibilities
- Provide courteous, timely, and accurate Tier 1 support for a variety of inquiries related to the program support received via phone and / or email.
- Attains a minimum of 85.1% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours
- Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues across applications.
- Accurately log all user interactions in ServiceNow, assigning tickets to the appropriate internal groups or escalating to Tier 2 support as necessary.
- Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.
- Ensure protection of sensitive information and uphold all HIPAA and federal security standards.
- Participate in regular training, quality assurance sessions, and process updates
Requirements
- 1+ years of experience in a high-volume call center is required.
- 1+ year of experience utilizing computer-based platforms, including enterprise tools for ticket/case management and telephony operations
- Ability to pass a federal background check and maintain required program 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, and a customer‑first mindset.
- Ability to work independently, manage time effectively, and meet performance metrics.
- Ability to multitask while maintaining attention to detail and professionalism.
- Candidates must be able to obtain and maintain a Public Trust clearance
- Candidates must have lived in the United States 3 out of the past 5 years
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®
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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