Note: The job is a remote job and is open to candidates in USA. Maximus is a trusted federal partner supporting mission-critical programs for the Centers for Medicare & Medicaid Services (CMS). The Customer Service Representative - Help Desk role involves providing technical support and assistance to users, ensuring efficient operation and compliance of the Medicare Drug Price Negotiation Program.
Responsibilities
- Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices
- Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices
- Install and support a variety of PC operating systems
- Diagnose, resolve, and follow up on issues relating to various user concerns
- Use remote desktop software to provide remote support and resolve issues for users whom may be at remote offices or home office users
- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on-line documentation repository
- Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level
- Serve as a technical liaison to project managers as needed
- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
- Perform other duties as may be assigned by management
- Provide remote support and resolve issues for users whom may be at remote offices or home office users
- Identify areas deserving attention in the technical support environment, and consult with management
- Ensure tickets are accurately documented and resolved in a timely manner
- Work within the team framework created by management and work with team members on assigned projects
- Work tasks as assigned which include but not limited to calls, email, chat, ticketing system, and all applicable queues
Skills
- Availability is required Monday-Friday between 7:00 AM - 7:30 PM (ET) with schedules assigned within these business hours
- Strong verbal and written communication /customer service skills
- Strong analytical and problem-solving skills
- Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
- Highly detail-oriented, organized, timely, and customer service-oriented
- Ability to work well independently and in a team setting
- Must be able to successfully complete the CMS client vetting process as a condition of employment
- Adaptable, flexible and able to deal with ambiguity and change
- Excellent oral and written communication and customer service skills
- Excellent attention to detail and good analytical skills
- High School diploma or equivalent with 0-2 years of experience
- May have additional training or education in area of specialization
- Works on assignments that are routine in nature, with responsibilities easily learned on the job
- Acquires job skills and learns applicable policies and procedures to complete routine tasks
- Able to read, understand & perform assignments within prescribed guidelines
- Communicates routine information in a clear and accurate way with internal & external contacts
- Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies
- Experience with and/or ability to use call center telephony equipment
- Experience in customer support or call center support
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project)
- Government experience preferred
Benefits
- Health insurance coverage
- Life and disability insurance
- A retirement savings plan
- Paid holidays
- Paid time off
- Short- and long-term incentives
- Program-specific awards
Company Overview