Agent I - Night

ASM Research • San Antonio, TX

1d

About The Position

The Agent I - Night provides frontline customer support during night-shift hours, handling inbound and outbound contacts for mission-critical services when staffing and back-office resources may be reduced. This role uses multiple systems to research issues, execute transactions, and document outcomes while maintaining compliance with policies and regulations. The Agent I applies scripts and procedures with heightened attention to security, incident escalation, and lone-operator safety considerations common to after-hours operations, supporting customer satisfaction and service level objectives by managing workload efficiently and escalating complex cases to on-call resources or daytime teams.

Requirements

• High school diploma or GED; some college coursework or Associate's degree preferred.
• 1–3 years of customer service or contact center experience, including some night-shift exposure or demonstrated ability to work independently.
• Proven ability to answer inquiries by clarifying desired information, researching, locating, and providing accurate information to customers during overnight hours.
• Strong capability to resolve problems by clarifying issues, researching and exploring solutions, implementing resolutions, and escalating unresolved problems appropriately.
• Experience fulfilling requests, maintaining call center databases by entering information, and documenting customer interactions accurately with limited supervision.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Prior experience in 24x7 or after-hours customer support operations.
• Familiarity with incident or outage communication protocols used in enterprise environments.
• Background in government or highly regulated customer service operations with strict security requirements.

Responsibilities

• Manage night-shift contact volume across channels, maintaining adherence, handle-time, and quality targets with leaner staffing and limited supervisory oversight.
• Navigate enterprise systems, knowledge bases, and job aids to resolve customer inquiries and update records during off-hours operations.
• Follow scripts, procedures, and security protocols with particular attention to verifying identity and safeguarding sensitive information during night operations.
• Identify and escalate high-risk, complex, or unresolved cases to night-shift leads, subject matter experts, or on-call support teams with clear documentation.
• Apply de-escalation techniques to manage frustrated or vulnerable customers who contact support outside standard business hours.
• Document unusual incidents, system issues, or emerging trends to support daytime analysis and process improvement efforts.
• Coordinate with other night-shift staff to balance queues and support coverage for multiple contact types.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED