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Live Chat Support Jobs in Reston, VA (NOW HIRING)

iboss

Federal Technical Account Manager

Washington, DC · On-site

The Federal Technical Account Manager will support customers via live chat, email, web-based ticket systems, telephone, and in some cases in-person interactions. Interactions are primarily proactive ...

iboss

Federal Technical Account Manager

Washington, DC · On-site

The Federal Technical Account Manager will support customers via live chat, email, web-based ticket systems, telephone, and in some cases in-person interactions. Interactions are primarily proactive ...

iboss

Technical Account Manager

Washington, DC · On-site

TAMs will work with government, K12, commercial and enterprise customers via live chat, email, web ... Previous technical support experience Previous sales engineering or technical account manager ...

CGI Inc.

Remote Support Technician, Journeyman

Arlington, VA · On-site +1

$43K - $54K/yr

Provide support via phone, email, chat, or remote desktop software. • User Guidance: Guide users ... Required qualifications to be successful in this role: • MUST live within a 50-mile radius of the ...

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How much do live chat support jobs pay per hour?

As of Jul 17, 2026, the average hourly pay for live chat support in Reston, VA is $26.04, according to ZipRecruiter salary data. Most workers in this role earn between $20.00 and $29.52 per hour, depending on experience, location, and employer.

What is a Live Chat Support job?

A Live Chat Support job involves assisting customers in real time through online chat platforms. Agents respond to inquiries, troubleshoot issues, and provide information about products or services. This role requires strong communication skills, quick problem-solving abilities, and multitasking proficiency. It is commonly used in e-commerce, tech support, and customer service industries to enhance user experience.

What does a typical day look like for someone working in Live Chat Support?

A typical day for a Live Chat Support agent involves assisting customers through online chat platforms by answering questions, resolving issues, and providing product or service information. Agents often handle multiple chat sessions simultaneously, collaborating with team members or escalating more complex issues as needed. The role includes documenting interactions, following company protocols, and sometimes providing feedback to improve support processes. You may also participate in ongoing training to stay updated on products and customer service techniques. The environment tends to be fast-paced and dynamic, ideal for those who enjoy helping others and solving problems in real time.

What are the key skills and qualifications needed to thrive in the Live Chat Support position, and why are they important?

To thrive as a Live Chat Support agent, you need excellent written communication, problem-solving abilities, and a basic understanding of customer service principles, often backed by a high school diploma or equivalent. Familiarity with customer relationship management (CRM) platforms, live chat software, and ticketing systems is typically required. Strong multitasking skills, patience, and a positive, empathetic attitude set top performers apart in this role. These skills ensure you can deliver timely, accurate assistance that enhances customer satisfaction in a digital-first support environment.

What are the most commonly searched types of Live Chat Support jobs in Reston, VA? The most popular types of Live Chat Support jobs in Reston, VA are:
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Live Chat Support jobs near you
ServiceNow ITSM & AI Solutions Consultant

ServiceNow ITSM & AI Solutions Consultant

Peraton

Sterling, VA • On-site

$112K - $179K/yr

Full-time

Posted 7 days ago

Peraton rating

8.3

Company rating: 8.3 out of 10

Based on 56 frontline employees who took The Breakroom Quiz

41st of 210 rated it services

Job description

Responsibilities
Peraton is seeking a ServiceNow ITSM & AI Solutions Consultant to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. This Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
The ServiceNow ITSM & AI Solutions Consultant is an individual contributor supporting program and functional leads across the ServiceNow ITSM modules (Incident, Problem, Knowledge, and Service Request) to improve platform utilization. The role partners with operational leaders and stakeholders to assess business needs, document clear solution requirements, guide ITSM solution design, and support release readiness. The consultant also helps build the IT Service Optimization Team's AI and automation capabilities by establishing governance, intake processes, documentation standards, quality controls, and production readiness criteria for AI-enabled tools such as custom GPTs, low-code applications, and automation prototypes.
This position does not perform ServiceNow development but does require hands-on AI and automation development activities including solution design, prototype creation, building custom GPTs, and validating system behavior.
Core Work Schedule: First Shift, 8 am-5 pm, Monday-Friday
Work Location: This position is hybrid with remote work and one day per week in the office in Sterling, VA, or Washington, DC. The number of days in office is subject to change based on program or government requirements.
Day to Day Roles and Responsibilities:
ServiceNow ITSM Business & Functional Consulting (60%)
  • Perform day-to-day support, working with functional teams to develop automation and ServiceNow solutions, and coordinate support and development effort with the ServiceNow Administrators and developers.
  • Conduct discovery sessions and stakeholder interviews to understand the business use case and business value.
  • Evaluate and recommend improvements using out-of-the-box ServiceNow capabilities before proposing customizations.
  • Translate operational needs into clear, complete, developer-ready requirements.
  • Produce business requirements, functional requirements, user stories, acceptance criteria, and current-state/future-state process flows.
  • Support the development lifecycle by clarifying requirements and participating in refinement sessions and release planning.
  • Lead or coordinate User Acceptance Testing (UAT), including test scenarios, issue validation, and defect triage.
  • Participate in governance for Incident and Request Management, Knowledge Management, Service Catalog, and Service Portal designs.
  • Maintain documentation standards, traceability, and solution lifecycle artifacts.
  • Provide consulting support to government leadership, offering credible guidance on ITSM processes and platform capabilities.

AI, Automation, and Emerging Technology Governance (40%)
  • Support the establishment of governance for AI-enabled tools, including intake, prioritization, documentation, QA, and release readiness.
  • Assist with defining evaluation criteria for AI and automation ideas, including business value, feasibility, risk, and operational utility.
  • Assist with document creation for requirements, testing, traceability, user guides, and iteration management.
  • Oversee prototype review, ensuring technical soundness and alignment with the defined framework.
  • Build and refine custom GPTs or similar AI assistants using Microsoft Azure AI or approved coding environments.
  • Configure prompt patterns, logic flows, and rules for safe/consistent LLM behavior.
  • Support low-code AI applications and light prototyping with approved agency AI tools.
  • Assist teams in adopting AI solutions and maturing prototypes into production-ready tools.
  • Support ongoing maintenance, iteration, and release cycles for AI-enabled applications.

Qualifications
Basic Qualifications:
  • Bachelors degree and 8 years of experience or an Associates degree and 10 years of experience or a High School diploma/equivalent and 12 years of experience.
  • U.S. citizenship and an active Secret Government Security Clearance.
  • 3+ years of experience working with ServiceNow IT Service Management (ITSM), including:
    • Incident Management
    • Service Request/Catalog
    • Knowledge Management
  • Understanding of the ITIL Incident Management lifecycle and ServiceNow Knowledge Management.
  • Foundational knowledge of Generative AI, Machine Learning (ML), and Large Language Models (LLMs).
  • Experience with ServiceNow Assist and other emerging ServiceNow AI capabilities.
  • Experience implementing ServiceNow Live Chat and/or Virtual Agent.
  • Strong communication and collaboration skills.
  • Certification required:
    • ServiceNow Certified System Administrator (CSA).

Preferred Qualifications:
  • ITIL Foundations (version 4 or 5)
  • PMP and Agile/Scrum certifications
  • Prompt engineering certification
  • Data Engineering and Python
  • Certification:
    • Microsoft AI 900: Azure AI Fundamentals, or an equivalent AI fundamentals certification.
    • ServiceNow Certified Implementation Specialist (CIS) in IT Service Management (ITSM).

Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.
Target Salary Range
$112,000 - $179,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
EEO
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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About Peraton

Sourced by ZipRecruiter

At Peraton, we re at the forefront of delivering the next big thing every day. We re the partner of choice to help solve some of the world s most daunting challenges, delivering bold, new solutions to keep people around the world safer and more secure.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Herndon, VA, US

Year founded

2017

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