[Remote] Part-Time Customer Support Representative (Tier 1)

Note: The job is a remote job and is open to candidates in USA. VITG is hiring a part-time Tier 1 Customer Support Representative to provide frontline support for a CMS Technical Help Desk. The role assists users with account access and system navigation, handles and triages requests across multiple channels, documents interactions, and escalates issues using established procedures.

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

Skills

• 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
• 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

Benefits

• Remote work

Company Overview