Help Desk & Customer Support Specialist (Government)

Capitol Bridge, LLC; United States; Remote; USD 20,000 - 28,000; Full time

Benefits offered by this job

Health insurance (medical, dental, and

Vision benefits

401K retirement plan

Paid time off

Employee assistance program

Paid training

Paid holidays

Job summary

Capitol Bridge, LLC seeks a Customer Service Representative/Help Desk Operator at our El Paso, TX site to support a government project. This queue-based role handles inbound calls, emails, and chats, using multiple software systems while maintaining strict MFA verification and data confidentiality.

Ideal candidates have 2+ years in contact center support, experience with CRM platforms, strong communication, and the ability to work independently within procedures.

Qualifications

• 2+ years of contact center customer service experience preferred.
• Experience using CRM platforms such as Salesforce, Zendesk, ServiceNow, or similar systems.
• Strong written and verbal communication skills.
• Experience handling confidential information.
• Ability to work independently while following established procedures.
• Strong troubleshooting and critical-thinking skills.

Responsibilities

• Handle a continuous, high-volume queue of inbound calls (back-to-back, not scheduled) in a government contact center.
• Manage calls, emails, and chat concurrently, navigating multiple software systems to research and respond to inquiries.
• Strictly follow verification protocols—no caller information may be shared until identity verification is complete.
• Research customer inquiries and provide accurate information consistent with program policies and procedures.
• Refer callers to the program's public website when a request falls outside what can be addressed directly.
• Deliver professional, courteous, and empathetic customer service while maintaining composure.
• Maintain accurate, organized case documentation and clear written communication.

Skills

Verbal communication

Written communication

Troubleshooting

Independent work

Tools

Salesforce

Zendesk

ServiceNow

Job description

Capitol Bridge, LLC seeks a Customer Service Representative/Help Desk Operator at our El Paso, TX site to support a government project. This queue-based role handles inbound calls, emails, and chats, using multiple software systems while maintaining strict MFA verification and data confidentiality.

Ideal candidates have 2+ years in contact center support, experience with CRM platforms, strong communication, and the ability to work independently within procedures.