Part-Time Customer Support Representative (Tier 1)

Job Title: Part-Time Customer Support Representative (Tier 1)

Job Description:

We are seeking a detail-oriented Tier 1 Customer Support Representative to provide high-quality, first-level support to our user community. This role serves as the frontline point of contact for incoming inquiries and is responsible for assisting users with account access, login issues, password resets, system navigation, and general system-related questions.

The ideal candidate thrives in a fast-paced, high-volume support environment and is comfortable following established workflows, scripts, and escalation procedures. This is a customer support-focused role centered on user assistance and issue triage and does not involve advanced technical troubleshooting or system engineering

What This Role Is:

• A high-volume call center and service desk environment
• A frontline customer support role
• Focused on user guidance, account access, and system navigation
• Structured around defined workflows, scripts, and escalation procedures
• Critical to ensuring system accessibility and a positive user experience

What This Role Is NOT:

• Not a hardware, network, or systems engineering role
• Not responsible for log analysis, system monitoring, or root cause investigation
• Not an IT technician or back-office technical support role
• Not responsible for resolving system defects or backend issues

Basic Requirements

• Ability to obtain a U.S. Federal Position of Trust clearance designation
• Must reside in and be authorized to work in the United States
• Must have lived in the United States for 3 of the last 5 years
• High School Diploma or equivalent
• Minimum of 1 year of experience in a call center, help desk, or customer service environment

Additional Bonus Qualifications:

• Experience supporting a Federal Service Desk, preferably within CMS or a healthcare-related environment
• Familiarity with help desk ticketing systems such as ServiceNow
• Experience working with cloud-based call center platforms (e.g., AWS Connect)
• Exposure to Atlassian tools such as JIRA and Confluence
• Ability to manage workload effectively in a fast-paced, remote environment while meeting Service Level Objectives

Responsibilities:

• Provide first-level support for a CMS Technical Help Desk, assisting users with account access, login issues, password resets, and general system navigation
• Handle support requests across multiple channels including phone, chat, and ticketing systems in a high-volume environment
• Review, triage, and respond to incoming inquiries with a focus on first contact resolution
• Utilize CMS systems (e.g., NPPS, PECOS, IDM) to research, verify, and retrieve user account information in support of customer inquiries
• Identify potential service disruptions or common user-reported issues and follow established procedures for escalation
• Communicate system status updates to users, including planned and unplanned outages or service interruptions
• Accurately document and track all customer interactions using the designated system of record
• Follow established workflows, scripts, and standard operating procedures to ensure consistent and repeatable customer support
• Collaborate with team members and leadership to escalate issues and share feedback on recurring user concerns
• Support the maintenance of knowledge base content, scripts, and standard operating procedures as needed

Public Trust Clearance:

Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.

Job Type: Part-time Employment

Salary: $20

Schedule : Part-time, 25 hours per week (specific hours vary)

Work Type: Remote

How to apply:

• Please send an email to [email protected] with a cover letter and resume.

The VITG 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