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