Agent II - Day

ASM Research • San Antonio, TX

15h

About The Position

The Agent II - Day serves as a subject matter expert for daytime contact center
operations, supporting agents with complex inquiries, system challenges, and
policy interpretations. This role handles advanced call types that require
deeper knowledge of products, regulations, or processes in a highly regulated
federal environment. The Agent II provides floor support by answering "how-to"
questions, validating decisions, and ensuring consistent application of
procedures while contributing to the development and maintenance of knowledge
articles, scripts, and training materials based on recurring questions and
trends.

Requirements

• High school diploma or GED; some college coursework or Associate's degree preferred.
• 3–5 years of experience in the relevant contact center domain, including prior subject matter expert or mentoring duties with demonstrated excellence.
• Proven ability to answer inquiries, resolve problems, fulfill requests, and maintain call center databases while documenting customer interactions accurately.
• Strong capability to handle subject matter expert inquiries, assist other team members, and contribute to training of new hires.
• Experience participating in quality assurance activities and updating job knowledge through educational opportunities and knowledge management.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Experience as a top-performing senior agent in a mission-critical contact center environment.
• Familiarity with knowledge management tools and content governance practices.
• Background in government customer service operations requiring compliance with strict regulatory standards.

Responsibilities

• Handle complex or exception-based customer interactions that require advanced understanding of policies, systems, and regulatory requirements in a federal customer service environment.
• Provide real-time floor support to agents, answering questions, validating decisions, and assisting with research or system navigation to ensure accurate service delivery.
• Identify knowledge gaps and recommend updates to scripts, frequently asked questions, and knowledge articles to improve first-contact resolution rates.
• Partner with trainers and quality specialists to translate recurring issues into targeted coaching or training content that addresses agent development needs.
• Participate in user-acceptance testing and feedback sessions for new or updated systems and processes from an end-user perspective.
• Track and communicate trends in customer issues, errors, and escalations to operations leadership for root-cause analysis and process improvement.
• Support new-hire and cross-training efforts by modeling best practices and participating in small-group coaching sessions.

What This Job Offers

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