**Experienced Full Stack Customer Service Representative – Insurance and Healthcare Support**

Are you a customer service expert with a passion for delivering exceptional support to insurance issuers, agents, and web brokers? Do you thrive in a fast-paced environment where no two days are the same? If so, we want to hear from you! blithequark is seeking an experienced Full Stack Customer Service Representative to join our Digital Modernization Sector team. **About blithequark** At blithequark, we're not just a company – we're a community of innovators, thinkers, and problem-solvers who are passionate about making a difference in the world. Our Digital Modernization Sector is at the forefront of transforming the way we deliver services to our customers, and we're looking for talented individuals like you to help us achieve our goals. **Job Summary** As a Full Stack Customer Service Representative, you will be the first point of contact for our customers, providing timely and effective support for a wide range of insurance and healthcare-related inquiries. You will work closely with our internal teams to resolve issues, provide account access support, and escalate requests to the right teams to ensure seamless service delivery. **Key Responsibilities** * Provide Tier 1 service desk support for insurance issuers, agents, and web brokers, as well as CMS/CCIIO application users, Health Insurance Exchanges, and state agencies via phone, email, or our dedicated support line (1-855-CMS-1515). * Provide account access support, such as password resets and unlocking accounts for various marketplace applications, including COTS products like TIBCO MFT. * Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. * Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable, utilizing skills and knowledge provided by training via our training instructors. * Provide general policy information supplied by business owners and Tier 2 systems, as well as process guidance to requesters seeking help/guidance. * Respond effectively and accurately to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk. * Provide the customer with accurate and complete responses, including ticket status information, while meeting and exceeding service expectations. * Utilize a Knowledge Base to locate scripted answers and thoroughly document information into the database. * Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges. * Provide guidance to customers on next steps, as well as summarize the contact, including responses and referrals. **Essential Qualifications** * GED or higher * Less than 1+ years of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs, and issues at one time * Experience with follow-up and closure for customers * Experience with thorough documentation of contact * Proven excellent customer service skills * Excellent verbal and written communication skills * Strong focus, dedication to research, and resolve issues * Excellent knowledge of computers and Microsoft systems, 40 wpm typing * Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function * Strong communication skills and multi-tasking skills * Strong verbal customer service skills * Availability to work nights, holidays, and weekends * Must have lived in the United States at least three (3) out of the last five (5) years prior to being considered * Must be able to obtain and maintain a public trust clearance **Desired Skills** * CxOne and ServiceNow knowledge a plus * High-volume IT support experience **What We Offer** * Competitive hourly rate of $17.86/hour * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Flexible work arrangements, including remote work options **Why Join blithequark?** At blithequark, we're not just looking for employees – we're looking for partners who share our passion for innovation, customer service, and making a difference in the world. If you're a motivated and results-driven individual who is eager to take on new challenges and make a real impact, we want to hear from you! **How to Apply** If you're ready to join a dynamic team of customer service professionals who are passionate about delivering exceptional support, apply now! Visit our website at [insert website URL] to learn more about this opportunity and submit your application. **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. **Pay Range** The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. **Original Posting Date** August 28, 2025 **Anticipated Close Date** While subject to change based on business needs, this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. **Pay Range** Pay Range $33,150.00 - $59,925.00 Apply for this job