{"id":1266777,"url":"https://alion.io/job/leidos-tier-1-customer-service-representative","title":"Tier 1 Customer Service Representative","company":{"id":7791,"name":"Leidos","domain":"leidos.com","url":"https://alion.io/company/leidos","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":229,"ghost_share":0.004,"stale_share":0.838,"repost_share":0.004,"time_to_fill_p50_days":27,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":17,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":34000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":true}],"status":"closed","first_seen_at":"2026-09-25T22:31:50Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-28T12:37:53Z","board_verified":false,"closed_at":"2026-09-28T12:37:53Z","days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.\nThe Digital Modernization Sector has an opening for a Tier 1 Customer Service Representative.\nNOTE:\nThe hourly rate for this position is $17.86/hr.\nPosition requires shift flexibility to support 8am - 8pm on Monday through Friday (a 8x5 day operation) with expanded weekend operations in September and October.\nPlease be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.\nThe Tier 1 Customer Service Representative (CSR) will be experienced representative responsible for answering Tier 1 customer inquiries. CSR will:\nProvide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, .\nProvide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support.\nTriage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors.\nProvide general policy information supplied by the business owners and Tier 2 systems Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.\nRespond effectively and accurately to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk.\nProvide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations.\nUtilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database.\nEscalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges.\nProvides guidance to customer on next steps as well as summarizes the contact including the responses and the referrals.\nProvide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products.\nLog user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. Support triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors.\nRequired Qualifications:\nGED or higher.\nAt least 1 year 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.\nExperience with follow up and closure for customer.\nExperience with thorough documentation of contact.\nProven excellent customer service skills.\nExcellent verbal and written communications.\nMust have strong focus, dedication to research and resolve issues.\nExcellent knowledge of computers and Microsoft systems, 40 wpm typing.\nReceptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.\nStrong communication skills and multi-tasking skills.\nStrong verbal customer service skills.\nMust be available to work nights, holidays and weekends.\nAll candidates supporting the CMS programs must have lived in the United. States at least three (3) out of the last five (5) years prior to be considered.\nMust be able to obtain and maintain a public trust clearance.\nDesired Skills:\nCxOne and ServiceNow knowledge a plus.\nHigh volume IT Support experience.\nThe Mission\nThe Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. To explore and learn more, click here!\nCome join our rapidly growing team and enjoy these benefits:\nPaid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.\nEleven (11) paid holidays per year.\nAccess to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.\nOngoing training to support your success.\nTuition reimbursement based on Leidos policy.\nDiscounted Leidos stock purchase and other Employee Discounts.\nIf you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.\nOriginal Posting:\nSeptember 25, 2026For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that 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.\nPay Range:\nPay Range $35,100.00 - $63,450.00The 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.","description_format":"text","description_chars":6326,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":true,"languages":[]},"benefits":["401k plan","Dental insurance","Equity","Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["National Security","C4ISR","Defense Manufacturing","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-09-25T22:31:50Z"},{"event":"close","at":"2026-09-28T12:37:53Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 50 · green card filings: 24","filings_12m":50,"filings_prev_12m":58,"green_card_filings_12m":24,"median_offered_wage_usd":124257,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":null,"pay":{"stated_usd_annual":34000,"is_top_pay":false},"html_url":"https://alion.io/job/leidos-tier-1-customer-service-representative","json_url":"https://alion.io/job/leidos-tier-1-customer-service-representative.json","meta":{"generated_at":"2026-10-20T01:36:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2000,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7791},"rest":"https://alion.io/mcp/rest/get_company?id=7791"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fleidos-tier-1-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fleidos-tier-1-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fleidos-tier-1-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/leidos-tier-1-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fleidos-tier-1-customer-service-representative"}]}