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.