Customer Service Representative - Tier 1

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 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 REQUIRED EXPERIENCE: - 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 operatio