Agent II - Night

ASM Research • San Antonio, TX

22h

About The Position

The Agent II - Night functions as the night-shift subject matter expert, supporting agents who handle complex or sensitive inquiries when other support resources may be limited. This role manages advanced call types requiring deep knowledge of products, systems, and regulations in a highly regulated federal environment. The Agent II provides immediate guidance on procedures, exceptions, and system issues to maintain service quality and compliance during off-hours, documenting shift trends and escalations to inform daytime leadership and process owners while contributing to continuous improvement by highlighting after-hours pain points.

Requirements

• High school diploma or GED; some college coursework or Associate's degree preferred.
• 3–5 years of domain-specific contact center experience with demonstrated subject matter depth and ability to work independently.
• 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 during night operations, and participate in quality assurance activities.
• Experience updating job knowledge through educational opportunities and knowledge management, with ability to work effectively during overnight hours.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Prior subject matter expert or senior-agent experience specifically in after-hours or 24x7 environments.
• Experience supporting incident or outage response from the contact center perspective.
• Background in government customer service operations with strict security and compliance protocols.

Responsibilities

• Support night-shift agents with real-time assistance on complex cases, policy questions, and system navigation challenges during low-supervision periods.
• Handle high-risk or escalated interactions that cannot be resolved by frontline agents, ensuring accurate decisions and thorough documentation of actions taken.
• Monitor recurring after-hours issues and capture detailed notes for follow-up by daytime subject matter experts, trainers, or process owners.
• Reinforce adherence to quality, security, and regulatory requirements during low-supervision periods when immediate management support is limited.
• Collaborate with team leads to refine night-shift procedures, job aids, and contingency plans for system or volume disruptions.
• Participate in calibration and knowledge-sharing activities to keep night-shift practices aligned with daytime standards and organizational policies.
• Provide input into training and cross-training priorities based on unique patterns observed during night-shift operations.

What This Job Offers

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