Important: You must complete assessments! Recruiters will not review your application submission until all assessments are complete.

At the end of the application, you’ll see a screen titled “Digital Interview.” Please wait a moment for the purple link to load—this will take you to the required assessments. These must be completed from a computer or laptop. Assessments must be completed before moving forward in the process.

• High School Diploma or GED.
• Ability to successfully pass a federal background investigation and drug screen.
• Prior experience as a customer service representative including help desk and ticketing support.
• Experience with help desk ticketing software such as ServiceNow, SolarWinds, or ZenDesk.
• Willingness to undergo training for business acumen adoption, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function.
• Bilingual a plus

• Deliver Tier 1 service desk support for various stakeholders, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies.
• Assist with account access issues, such as password resets and unlocking accounts for marketplace applications, including COTS products like TIBCO MFT.
• Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support.
• Triage inquiries based on marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups, utilizing skills and knowledge acquired through training.
• Provide general policy information as supplied by business owners and Tier 2 systems.
• Offer process guidance to requesters based on information provided by business owners and Tier 2 support teams.
• Perform other duties and tasks as assigned.