Remote Help Desk Agent Tier 1 at Sparksoftcorporation
Sparksoftcorporation · Remote/Hybrid if local to Maryland, United States Of America · Remote
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Sponsored by CareerFoundryJoin 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:
- Provides telephone support for a high volume of calls
- Identifies customer needs and resolves issues based on applicable policies and procedures
- Maintains a positive and enthusiastic attitude in an environment that requires teamwork, efficiency, cross-training, and continuous improvement
- Provides first-level problem resolution on the telephone with users walks the user through a series of steps to classify the level and nature of the problem
- Communicates with the users clearly and precisely to ensure their understanding of the steps necessary to be performed in order to resolve the concern, issue, or problem
- Elevates calls to Supervisor/Technical Support staff as defined in internal procedures
- Responds to daily e-mail correspondence, as assigned, to provide an accurate and informative resolution
- Provide complete, accurate, and immediate answers to questions from customer regarding a variety of procedural, regulatory, and technical questions about the National Practitioner Data Bank through knowledge of policies and procedures defined in the Guidebook
- Accurately record, process, and/ or follow-up each customer incident, using several software applications
- Maintain professional customer service attitude at all times, excellent verbal and written communication skills
- Manage multiple tasks efficiently and effectively
- Contact customer and organizations when needed
REQUIRED EXPERIENCE:
- High School Diploma or equivalent
- Must have at least 1 year of call center experience/customer service experience
- Must be able to obtain a Public Trust clearance
- Candidates must have lived in the United States 3 out of the past 5 years
PREFERRED EXPERIENCE:
- Must be available to work multiple shifts- NOT to include weekends
- Excellent PC Keyboarding skills; ability to listen and type simultaneously
- Proficient in Microsoft Windows applications (MS Outlook, MS Word)
- Must pass all tests with a 90% or above after training
EDUCATION & CERTIFICATIONS:
- High School Diploma
If you need accommodation seeking employment with Sparksoft Corporation, please email Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Accommodations are made on a case-by-case basis.
At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at abuse@sparksoftcorp.com upon receiving a suspicious request.
