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Customer Support Jobs in Reston, VA (NOW HIRING)

Empower AI Inc.

Customer Support Lead

Quantico, VA · On-site

Responsibilities As a Customer Support Lead, you will manage multi-tier service desk operations for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract ...

Empower AI Inc.

Customer Support Lead

Quantico, VA · On-site

Responsibilities As a Customer Support Lead, you will manage multi-tier service desk operations for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract ...

TransUnion

Customer Support Operations

Washington, DC

$18.22 - $26.44/hr

Operating at the intersection of customer support and technical operations, the team collaborates closely with carriers and industry bodies to ensure seamless service delivery. With a highly ...

Marathon TS

Customer Support Representative

Washington, DC · On-site

$18 - $24.50/hr

Customer Support Representative Marathon TS is hiring for a Customer Support Representative in Washington, DC. The ideal candidate will have: * US Citizenship * Experienced in coordinating high-speed ...

Empower AI Inc.

Customer Support Lead

Quantico, VA · On-site

Responsibilities As a Customer Support Lead, you will manage multi-tier service desk operations for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract ...

Beyond SOF

Mobile Customer Support Specialist

Ashburn, VA · On-site

$18.50 - $24.75/hr

The Mobility Customer Support Specialist provides direct support to the Senior Mobility Engineer with Mobile Device Management (MDM) user support and issue resolution. Candidate should have working ...

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All JobsCustomer Support JobsCustomer Support Jobs in Reston, VA

Customer Support information

See Reston, VA salary details

$12

$19

$29

How much do customer support jobs pay per hour?

As of Jul 12, 2026, the average hourly pay for customer support in Reston, VA is $19.97, according to ZipRecruiter salary data. Most workers in this role earn between $17.02 and $21.78 per hour, depending on experience, location, and employer.

How do Customer Support professionals typically handle high-volume periods, and what support do they receive from their team?

During high-volume periods, Customer Support professionals often rely on strong teamwork and clear communication to manage increased workloads. Many organizations implement queue management systems and provide access to a knowledge base to streamline responses. Team leads may reassign tickets or encourage collaboration on complex issues, while regular check-ins help ensure that everyone is coping well. Additionally, companies may offer overtime opportunities or bring in temporary staff to maintain service quality and prevent burnout.

What is the work of customer support?

Customer support involves assisting customers with inquiries, troubleshooting issues, and providing information about products or services. Support agents often communicate via phone, email, or chat and use tools like customer relationship management (CRM) software to track interactions and resolve problems efficiently.

What are the key skills and qualifications needed to thrive as a Customer Support representative, and why are they important?

To thrive as a Customer Support representative, you need strong problem-solving abilities, product knowledge, and clear communication skills, typically supported by a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, ticketing systems, and basic office productivity tools is commonly required. Patience, active listening, and a positive attitude are standout soft skills for building rapport and resolving issues effectively. These skills ensure customer satisfaction, efficient issue resolution, and contribute to a positive brand reputation.

What are the highest paying customer service jobs?

High-paying customer service roles include customer support managers, technical support specialists, and client services directors, often requiring advanced skills, industry experience, and sometimes certifications. These positions typically offer higher salaries due to increased responsibilities, technical expertise, and leadership duties.

What jobs pay 4000 a week without a degree?

Customer support roles typically do not pay $4,000 a week without advanced skills or management responsibilities. High-paying jobs in this field usually require extensive experience, specialized knowledge, or supervisory positions. Most roles offering such high weekly pay are in sales, real estate, or entrepreneurial ventures rather than standard customer support positions.

What do customer support representatives do?

Customer support representatives assist customers by answering questions, resolving issues, and providing information about products or services. They communicate with customers via phone, email, chat, or in-person, helping to troubleshoot problems and ensure customer satisfaction. Their role is essential for maintaining positive customer relationships and improving the overall experience with a company.

How can I make 2000 a week working from home?

Customer support roles can pay $2000 or more per week if you work full-time, handle high-volume or specialized support, and have strong communication skills. Earning this amount often requires experience, excellent performance, and sometimes working for companies that offer premium or overtime pay. Building skills in technical support, using CRM tools, and maintaining a consistent schedule can help increase earning potential.

What is the difference between Customer Support vs Customer Service Representative?

AspectCustomer SupportCustomer Service Representative
CredentialsHigh school diploma or equivalent; technical skillsHigh school diploma or equivalent; communication skills
Work EnvironmentCall centers, online chat, technical support teamsRetail stores, call centers, online support
Industry UsageIT, tech, telecom, e-commerceRetail, hospitality, telecom, banking
Common Search/ComparisonTechnical issues, troubleshooting, product supportCustomer inquiries, complaints, service requests

Customer Support and Customer Service Representative roles often overlap but differ mainly in focus. Customer Support typically handles technical issues and troubleshooting, often requiring specific technical skills. Customer Service Representatives focus on general customer inquiries and service requests. Both roles are vital for customer satisfaction but serve different functions within organizations.

What are the most commonly searched types of Customer Support jobs in Reston, VA? The most popular types of Customer Support jobs in Reston, VA are:
What are popular job titles related to Customer Support jobs in Reston, VA? For Customer Support jobs in Reston, VA, the most frequently searched job titles are:
What job categories do people searching Customer Support jobs in Reston, VA look for? The top searched job categories for Customer Support jobs in Reston, VA are:
What cities near Reston, VA are hiring for Customer Support jobs? Cities near Reston, VA with the most Customer Support job openings:
Customer Support jobs near you
Infographic showing various Customer Support job openings in Reston, VA as of July 2026, with employment types broken down into 77% Full Time, 20% Part Time, and 3% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $41,537 per year, or $20 per hour.
Customer Support Lead

Customer Support Lead

Empower AI Inc.

Quantico, VA • On-site

Full-time

Re-posted 10 days ago

Job description

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

As a Customer Support Lead, you will manage multi-tier service desk operations for the Defense Counterintelligence and Security Agency (DCSA) Customer Support Services (CSS) contract supporting approximately 13,000 DCSA personnel.

You will oversee daily Tier I, II, and III service desk performance across First Call Resolution (FCR), Customer Satisfaction (CSAT), queue management, and hands-on technical team leadership. You will lead service desk operations spanning DCSA's primary site at Russell Knox Building and field sites, applying ITIL/ITSM and Scaled Agile Framework (SAFe) methodologies to drive consistent service performance outcomes.

Highlights of Responsibilities:

  • Lead daily Tier I, II, and III service desk operations supporting approximately 13,000 DCSA personnel.
  • Manage hands-on technical teams executing service desk and customer support functions across the DCSA enterprise.
  • Implement and manage IT Service Delivery using ITIL/ITSM and/or Scaled Agile Framework (SAFe) methodologies across the service desk operation.
  • Apply ITIL 4 frameworks to create, maintain, and enforce staff compliance with documented practices, ensuring alignment with ISO 20000-1:2018.
  • Drive First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Speed to Answer (ASA) performance against contractual Acceptable Quality Levels (AQLs).
  • Lead queue management and routing optimization across multiple service desk tiers and channels (phone, ticketing, walk-up, self-service).
  • Coordinate service desk surge response under PWS Task 16; manage cross-tier escalation and resource reallocation.
  • Engage with Senior Government Executive customers on service desk performance and improvement initiatives.
  • Maintain DoD 8570/8140 IAT Level III certification currency.
  • Support program-level reporting on service desk metrics including monthly Customer Support Activity Reports.
Qualifications

Requirements:

  • Shall possess a TOP SECRET security clearance with SCI eligibility (favorably adjudicated T5 or T5R; within investigation scope or currently enrolled in Continuous Evaluation/Continuous Vetting).
  • Active PMP (Project Management Professional) certification.
  • DoD 8570/8140 IAT Level III certification.
  • Expert-level experience implementing and managing IT Service Delivery using ITIL/ITSM and/or SAFe methodologies across an enterprise.
  • Demonstrated experience managing hands-on technical teams and multifaceted service desk operations.
  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities.
  • Excellent written, oral, and interpersonal communication skills.
  • Ability to prioritize and execute tasks in a high-pressure environment.
  • Team-oriented and skilled in working within a collaborative environment.

Education and Experience:

Required Education/Experience: Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum ten (10) years of recent experience managing large, complex IT infrastructure and service delivery projects of similar size, scope, and complexity. Minimum ten (10) years of experience serving as a Program Manager in a DoD or IC environment overseeing multiple IT service areas. Experience supporting a DoD or IC customer is a plus.

Physical Requirements:

This position requires the ability to perform the below essential functions:

  • Sitting for long periods
  • Standing for long periods
  • Ambulate throughout an office
About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

Employment Type: FULL_TIME

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