Help Desk Representative

Job not on LinkedIn

🕒 May 16

🐎 Kentucky – Remote

🐎 Kentucky – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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Senture, LLC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🤝 B2B

🏢 Enterprise

B2B • Customer Support • Enterprise

Senture, LLC is a leading provider of multichannel contact center and business process outsourcing (BPO) solutions. The company partners with clients to elevate customer interactions through strategic insights and effective service delivery. With a strong emphasis on technical support and customer satisfaction, Senture operates in both public and private sectors, leveraging their 20 years of experience and over 4,000 employees to drive performance and exceed client goals.

📋 Description

• 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

🎯 Requirements

• 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 • Must successfully pass preemployment criteria testing and when applicable, an internet speed test

🏖️ Benefits

• Health insurance • Paid time off • Remote work options