Key Facts

Remote From:

Full time

Spanish, English

Hard Skills

Issue Tracking Call Center Experience Customer Relationship Management Softphone Salesforce Case Management Systems Escalation Management Secure Messaging Webforms Amazon Marketplace Customer Relationship Management Inbound Calls Triage

Other Skills

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Technical Acumen
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Web Conferencing
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Typing
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Professionalism
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Calmness Under Pressure
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Communication
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Multitasking
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Teamwork
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Customer Service
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Detail Oriented
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Empathy

Roles & Responsibilities

Strong customer service and communication skills
Ability to multitask and manage multiple communication channels simultaneously
Comfort working in a fast-paced, structured contact center environment
Strong attention to detail and ability to follow processes and guidelines

Requirements:

Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging
Manage up to two concurrent chat sessions while maintaining accuracy and professionalism
Capture, document, and route service requests using web-based systems
Escalate inquiries that fall outside of standard guidance to Tier 2 support teams

ITCON Services

About ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Founded: 2018

Company size: 51 - 200

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Job description

Remote Customer Service Representative – USCIS Contact Center

Support a Mission That Matters

ITCON Services is seeking dedicated and customer-focused Customer Service Representatives to support a high-impact contact center program for U.S. Citizenship and Immigration Services (USCIS).
In this role, you will be on the front lines—helping individuals navigate important services and processes with clarity, professionalism, and empathy. If you thrive in a fast-paced environment and enjoy helping people, this is an opportunity to make a meaningful difference every day.

Why Join ITCON?

Be part of a mission-driven federal program serving millions of customers
Work in a supportive, team-oriented environment
Gain experience with modern contact center technologies
Access training and professional growth opportunities
Enjoy the flexibility of a fully remote role

What You'll Do

Customer Support & Communication

Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging
Manage up to two concurrent chat sessions while maintaining accuracy and professionalism
Provide clear, accurate, and complete information in plain language

Service Delivery & Case Management

Assist customers using approved USCIS knowledge articles, scripts, and job aids
Capture, document, and route service requests (e.g., address changes, appointment requests) using web-based systems
Triage inquiries to determine eligibility for local office visits and schedule or reschedule appointments such as biometrics, naturalization interviews, and oath ceremonies

Escalation & Compliance

Escalate inquiries that fall outside of standard guidance to Tier 2 support teams
Maintain strict adherence to program guidelines, including providing non-advisory support (no legal advice)
Deliver service in a calm, respectful, and non-judgmental manner

Bilingual Support (if applicable)

Provide assistance in both English and Spanish for bilingual roles

What You Bring

Strong customer service and communication skills
Ability to multitask and manage multiple communication channels simultaneously
Comfort working in a fast-paced, structured contact center environment
Strong attention to detail and ability to follow processes and guidelines
Basic technical proficiency and ability to learn new systems quickly

Requirements

High School Diploma or equivalent
U.S. Citizenship required
Ability to type at least 60 words per minute
Proficiency navigating computer systems and tools, including:
- CRM platforms (e.g., Salesforce/STARS)
- Contact center tools (e.g., Amazon Connect softphones)
Ability to obtain and maintain required government clearance