About Beacon Systems, Inc
Beacon Systems, Inc, delivers Program Management, Science, Engineering, and Technology Solutions to Federal, Commercial State, and Local Agencies. We are a subsidiary of Radiant Digital Services. We have a vast portfolio of clients across the country. Our Technology support to many DoD Agencies, NASA, Voice of America, FDA, and State Agencies such as State of FL, RI, MS, ND, VA, and WV extends our delivery of solutions worldwide.
Position: Customer Support Specialist
Duration: Long-Term
Overview
· The Customer Support Specialist will serve as the first point of contact for participants involved in IRS Customer Experience (CX) Research programs. This role provides Tier-1 support by answering inbound calls, responding to inquiry emails, documenting tickets, troubleshooting survey-related issues, and escalating sensitive or complex matters to appropriate IRS channels. The ideal candidate has a strong customer service background, experience in federal or survey support environments, and the ability to communicate clearly with diverse callers.
Minimum Qualifications
· Bachelor’s degree in Computer Science, Information Systems, or a related field.
· 5+ years of experience providing customer support in a help desk, service desk, or call center environment.
· Experience documenting calls or tickets in systems such as ServiceNow, Remedy, Freshdesk, or Salesforce Service Cloud.
· Strong verbal and written communication skills with the ability to explain instructions clearly and professionally.
· Ability to follow call scripts, escalation pathways, and standardized communication templates.
· Familiarity with survey operations, customer service protocols, and call documentation standards.
· Ability to manage high call volumes, multi-task, and remain calm with distressed or confused callers
· Understanding of PII/PHI handling, confidentiality expectations, and federal information-security standards.
· Bilingual proficiency (English/Spanish) preferred for IRS CX programs.
Certifications (Not Mandatory, but Preferred)
· ITIL® 4 Foundation Certification
· CompTIA A+ or CompTIA Network+
· Section 508 / Accessibility Awareness Training
· Agency-specific security training (e.g., IRS Publication 4812 compliance)
Key Responsibilities
· Serve as the initial point of contact for callers seeking help with surveys, instructions, accessibility questions, or clarification about study participation.
· Receive inbound calls and monitor a designated mailbox; log all interactions in the approved ticketing system (e.g., ServiceNow) including caller data, timestamps, inquiry categories, and resolution notes.Follow agency-approved scripts and escalation procedures; redirect tax-specific questions to IRS channels following program rules.
· Provide Tier-1 support for common issues, including:
· Survey completion guidance
· Language or accessibility support
· Missing or duplicate mail packets
· General participation-related questions
· Escalate complex, unresolved, or sensitive issues to supervisors, analysts, or designated IRS points of contact per the Help Desk SOP.
· Conduct outbound follow-up calls when necessary to gather missing information or verify resolution status.
· Maintain compliance with federal privacy, security, and data-handling requirements, including encryption, PII protection, and no-recording policies.
· Participate in daily/weekly quality and performance reviews, training updates, and process improvement discussions.
· Produce weekly and monthly help desk logs summarizing call volume, inquiry trends, resolution metrics, and recommended improvements.
Compensation
Compensation for roles at Beacon Systems Inc depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, BeaconGov provides reasonable range of compensation for this role.
EEO Statement
Beacon Systems is dedicated to fostering an inclusive and diverse work environment. We ensure equal employment opportunities for all individuals, regardless of their race, color, religion, gender, national origin, age, disability, or any other legally protected characteristic. Our commitment to being an equal-opportunity employer extends across all aspects of employment, from recruitment and hiring to promotions and benefits. We firmly believe in treating all employees and applicants fairly, based on their qualifications, skills, and performance.
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