Tria Federal (Tria) · 1 day ago
Bilingual Customer Service Representative
DC-Baltimore Area
Part-time
Hybrid
Entry Level
1+ years expTria Federal is a company focused on innovation and transformation in the federal government space, particularly in public health. They are seeking a bilingual Customer Service Representative to provide high-quality support to users, addressing inquiries and support requests in a fast-paced environment.
ConsultingInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen OnlyHiring Manager
Sara Marinuzzi
Responsibilities
Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk
Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods
Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution
Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed
Track incoming support requests from customers using a CMS‐approved tool (ServiceNow)
Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality
Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes
Support the development, management and use of customer support scripts
Assist with the preparation or maintenance of standard operating procedures and protocols
Qualification
Required
Ability to obtain a U.S. Federal Position of Trust clearance designation
Must reside in and be able to perform work in the United States
Must have lived in the United States for 3 of the last 5 years
One or more years of proven experience in an IT service desk or customer service environment
Preferred
Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services)
Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes
Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours
Thrive in a collaborative environment and maintain a positive, professional demeanor
Excellent verbal and written communication skills
Previous experience working on a Federal Service Desk project
ServiceNow knowledge or experience is a big plus
Experience with cloud-based Call Center Software, specifically CXone
Knowledge and/or experience of Agile methodologies in a Service Desk environment
Experience with utilizing Atlassian tools like JIRA and Confluence
Benefits
Top-tier benefits package
Physical, mental, and financial health and wellness
Company
Tria Federal (Tria)
Tria Federal (Tria) delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-09-01Seed
Leadership Team
Tim Borchert
Chief Executive Officer
Murali Mallina
Chief Technology Officer
Recent News
Washington Technology
2025-10-21
2025-10-15
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