Back to jobs
New

Customer Service Representative - Tier 1

Remote/Hybrid if local to Maryland

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 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

Home Office Requirements:
•    Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality.
•    Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.
•    Internet Speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared
•    Connection: Wired (cable/fiber) preferred
•    Not Recommended: Hotspots, wireless home internet, satellite
•    Device Setup: Ethernet connection preferred; Wi-Fi acceptable if stable

PREFERRED EXPERIENCE: 

•    1 plus years of experience in the health industry/health insurance domain is preferred but not required. 
•    Experience serving CMS or US Federal Government Helpdesk/ServiceDesk.

EDUCATION & CERTIFICATIONS:

•    High school Diploma or Equivalent

WHAT WE OFFER: 

At Sparksoft, we know that people do their best work when they feel supported, inspired, and connected. That’s why we’ve built a workplace that balances comprehensive benefits with a culture of collaboration and innovation. From flexible time off to professional growth opportunities, we’re committed to helping you thrive both inside and outside of work. When you join Sparksoft, you’ll enjoy:

  • 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®

Accessibility and Accommodations: Sparksoft Corporation is committed to providing equal employment opportunities to all individuals. If you require accommodations during the application or interview process, please contact us at Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Requests are reviewed and fulfilled on a case-by-case basis.

Security Notice: Your privacy and data security are important to us. Sparksoft Corporation will never request sensitive personal information via email. If you receive any suspicious communication claiming to be from Sparksoft, please report it immediately to our security team at abuse@sparksoftcorp.com.

Artificial Intelligence (AI) Policy: While Sparksoft recognizes the value of artificial intelligence in the workplace, our hiring process is designed to assess each candidate’s individual skills, judgment, and problem-solving abilities. To maintain the integrity of this process, the use of AI tools at any stage of the application or interview is strictly prohibited. Violations of this policy may result in disqualification from consideration.

Create a Job Alert

Interested in building your career at Sparksoft Corporation? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
I hereby certify that all information I have provided in this application is true, complete and correct to the best of my knowledge. I understand that any misrepresentation, omission or falsification may disqualify me from further consideration or may result in termination of employment if discovered later. *

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Sparksoft Corporation’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.