Remote Federal Customer Support Specialist

ITCON Services; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

ITCON Services seeks a Remote Customer Service Representative to support a federal contact center. You will handle inquiries via phone, chat, and forms, ensuring clear, empathetic communication and accurate information in plain language.

Responsibilities include using approved knowledge bases, routing requests, and scheduling appointments. You may provide bilingual support and must meet citizenship and clearance requirements for government work.

Qualifications

• Strong customer service and communication skills.
• Ability to multitask across multiple channels.
• Fast-paced, structured contact center experience desired.
• Attention to detail and adherence to processes.
• Basic technical proficiency and quick learner of systems.

Responsibilities

• Handle inquiries across calls, chat, web forms, and secure messaging.
• Manage up to two concurrent chat sessions with accuracy.
• Provide clear, accurate information in plain language.
• Use knowledge articles, scripts, and job aids to assist customers.
• Capture and route service requests in web-based systems.
• Triage inquiries and schedule or reschedule appointments.
• Escalate outside guidance to Tier 2 when needed.
• Maintain compliance with program guidelines, including non-advisory support.
• Deliver service calmly, respectfully, and without judgment.
• Provide bilingual support in English and Spanish if applicable.

Skills

Customer service

Communication

Multi-channel support

Attention to detail

Tech literacy

Education

High school diploma

Tools

CRM platforms (Salesforce/STARS)

Contact center tools (Amazon Connect)

Job description

ITCON Services seeks a Remote Customer Service Representative to support a federal contact center. You will handle inquiries via phone, chat, and forms, ensuring clear, empathetic communication and accurate information in plain language.

Responsibilities include using approved knowledge bases, routing requests, and scheduling appointments. You may provide bilingual support and must meet citizenship and clearance requirements for government work.