Remote Federal Customer Support Specialist

ITCON Services; Vienna (VA); Remote; USD 40,000 - 64,000; Full time

Job summary

ITCON Services is seeking a Remote Customer Service Representative for a federal contact center. You will support millions of customers by handling inquiries across calls, web chat, forms, and secure messaging with clarity, professionalism, and empathy.

Responsibilities include managing multiple chat sessions, following scripts and knowledge articles, and escalating to Tier 2 when needed. Candidates must be U.S.

Qualifications

• High School Diploma or equivalent.
• U.S. Citizenship required.
• Type at least 60 words per minute.
• Experience with CRM platforms and contact center tools.

Responsibilities

• Handle inquiries across multiple channels (calls, chat, forms, secure messaging).
• Manage up to two concurrent chat sessions with accuracy.
• Provide clear, accurate information in plain language.
• Use approved knowledge articles, scripts, and job aids for service delivery.
• Capture, document, and route service requests using web-based systems.
• Triage inquiries and assist with scheduling or rescheduling appointments.

Skills

Customer service

Communication

Multitasking

Attention to detail

Technical proficiency

Education

High School Diploma

Tools

Salesforce/STARS

Amazon Connect

Job description

ITCON Services is seeking a Remote Customer Service Representative for a federal contact center. You will support millions of customers by handling inquiries across calls, web chat, forms, and secure messaging with clarity, professionalism, and empathy.

Responsibilities include managing multiple chat sessions, following scripts and knowledge articles, and escalating to Tier 2 when needed. Candidates must be U.S.