Customer Service Representative - Help Desk

About the Role

Resonance CX Partners connects experienced professionals with opportunities that reflect their values, partnering directly with customer-oriented organizations. This position supports the Centers for Medicare & Medicaid Services (CMS) by assisting in administering the Medicare Drug Price Negotiation Program. This program guarantees that negotiated fair prices for selected prescription drugs reach eligible pharmacies and dispensers, with manufacturers obligated to provide retrospective refunds when price disparities arise.

The role involves assisting in processing refund claims and supporting related systems and operations to ensure precise and compliant administration of the program. This is a fully remote position contingent on passing a CMS client vetting process after the job offer.

Key Responsibilities

• Provide desktop and operational support to assigned sites and remote offices, assisting senior technicians as needed.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, peripherals, and remote access devices.
• Install and maintain various PC operating systems.
• Diagnose, troubleshoot, and resolve user-related technical issues.
• Use remote desktop tools to assist users at remote or home offices.
• Document problem resolutions in ticketing systems and maintain knowledge base or manuals.
• Troubleshoot technical issues within network and telecommunication environments, focusing on workstation-level problems.
• Act as a technical liaison for project managers when necessary.
• Assist project managers in transitioning projects or new technologies into production support.
• Maintain software and workstation image management, including imaging tasks using deployment software.
• Perform other duties as assigned by management.

Remote Support Specific Duties

• Provide remote troubleshooting and support for users at various locations.
• Identify areas requiring attention within technical support operations and consult management accordingly.
• Ensure timely and accurate documentation and resolution of support tickets.
• Collaborate within team frameworks established by management.
• Handle assigned tasks via calls, emails, chat, ticketing queues, and other communication channels.

Requirements

• Availability Monday through Friday between 7:00 AM and 7:30 PM ET with shifts scheduled within this window.
• Strong verbal and written communication and customer service capabilities.
• Excellent analytical and problem-solving skills.
• Ability to adhere to processes and guidelines ensuring consistent customer experiences.
• Highly detail-oriented, organized, punctual, and customer-centric.
• Capability to work independently and collaboratively in teams.
• Successful completion of CMS client vetting as a condition of employment.
• Adaptability and flexibility to manage ambiguity and change.

Preferred Qualifications

• Familiarity with monitoring system logs and scheduled events, reporting problems and irregularities.
• Experience with call center telephony equipment.
• Background in customer or call center support roles.
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, Visio, and Project.
• Government experience is advantageous.

Educational and Experience Background

• High school diploma or equivalent required.
• 0 to 2 years of relevant experience.
• Additional training or education in the field is a plus.
• Tasks are routine and responsibilities typically learned on the job.