Part-Time Customer Support Representative (Tier 1)

Job Title: Part-Time Customer Support Representative (Tier 1)Job Description:We are seeking a detail-oriented Tier 1 Customer Support Representative to provide high-quality, first-level support to our user community. This role serves as the frontline point of contact for incoming inquiries and is responsible for assisting users with account access, login issues, password resets, system navigation, and general system-related questions. The ideal candidate thrives in a fast-paced, high-volume support environment and is comfortable following established workflows, scripts, and escalation procedures. This is a customer support-focused role centered on user assistance and issue triage and does not involve advanced technical troubleshooting or system engineering What This Role Is: A high-volume call center and service desk environmentA frontline customer support roleFocused on user guidance, account access, and system navigationStructured around defined workflows, scripts, and escalation proceduresCritical to ensuring system accessibility and a positive user experienceWhat This Role Is NOT:Not a hardware, network, or systems engineering roleNot responsible for log analysis, system monitoring, or root cause investigationNot an IT technician or back-office technical support roleNot responsible for resolving system defects or backend issuesBasic RequirementsAbility to obtain a U.S. Federal Position of Trust clearance designationMust reside in and be authorized to work in the United StatesMust have lived in the United States for 3 of the last 5 yearsHigh School Diploma or equivalentMinimum of 1 year of experience in a call center, help desk, or customer service environmentAdditional Bonus Qualifications:Experience supporting a Federal Service Desk, preferably within CMS or a healthcare-related environmentFamiliarity with help desk ticketing systems such as ServiceNowExperience working with cloud-based call center platforms (e.g., AWS Connect)Exposure to Atlassian tools such as JIRA and ConfluenceAbility to manage workload effectively in a fast-paced, remote environment while meeting Service Level ObjectivesResponsibilities:Provide first-level support for a CMS Technical Help Desk, assisting users with account access, login issues, password resets, and general system navigationHandle support requests across multiple channels including phone, chat, and ticketing systems in a high-volume environmentReview, triage, and respond to incoming inquiries with a focus on first contact resolutionUtilize CMS systems (e.g., NPPS, PECOS, IDM) to research, verify, and retrieve user account information in support of customer inquiriesIdentify potential service disruptions or common user-reported issues and follow established procedures for escalationCommunicate system status updates to users, including planned and unplanned outages or service interruptionsAccurately document and track all customer interactions using the designated system of recordFollow established workflows, scripts, and standard operating procedures to ensure consistent and repeatable customer supportCollaborate with team members and leadership to escalate issues and share feedback on recurring user concernsSupport the maintenance of knowledge base content, scripts, and standard operating procedures as neededPublic Trust Clearance:Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.Job Type: Part-time EmploymentSalary: $20Schedule: Part-time, 25 hours per week (specific hours vary)Work Type: RemoteHow to apply:Please send an email to with a cover letter and resume.The VITG pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law