Call Center Operator (Swing shift)

Koniag Government Services•Nashville, TN

3d•Onsite

About The Position

Koniag Services Inc., a Koniag Government Services company, is seeking a dedicated and customer-focused Call Center Operator (Swing Shift) to join our team supporting government clients in the Nashville, Tennessee area. The ideal candidate is a dependable and enthusiastic individual with a passion for delivering exceptional customer service and the ability to thrive in a structured, fast-paced call center environment. They communicate clearly and professionally, demonstrate patience and empathy when assisting end users, and take pride in resolving issues efficiently and effectively. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee This position is for a swing shift 12:30pm to11pm (4 On/4 Off/10 hour shifts) to include a 30 minute meal break.

Requirements

High school diploma or GED required
1+ years of experience in a call center, help desk, customer service, or technical support role.
Basic familiarity with IT concepts and common end user support issues including account management, hardware troubleshooting, and software support.
Strong communication skills in English – both written and oral – with the ability to explain technical concepts clearly and professionally to end users with varying levels of technical knowledge.
Demonstrated customer service skills with a patient, empathetic, and solution-oriented approach to handling end user support interactions.
Ability to accurately document support interactions, issues, and resolutions in an ITSM ticketing system in a clear, concise, and timely manner.
Strong attention to detail with the ability to follow established call handling procedures, knowledge base articles, and SOPs consistently and accurately.
Ability to manage multiple tasks simultaneously, including active call handling, ticket documentation, and queue monitoring, in a fast-paced environment.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.
Demonstrated ability to work effectively as part of a team, taking direction from supervisors and contributing to a positive and collaborative team environment.
Strong time management and schedule adherence skills, with the ability to maintain consistent performance across all assigned shifts.
Ability to obtain and maintain a government security clearance as required.

Nice To Haves

Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
Active government security clearance (Secret or higher) a plus.
Prior military or law enforcement experience a plus.
Bilingual communication skills are a plus.

Responsibilities

Serve as the first point of contact for government end users contacting the Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.
Answer incoming calls and respond to submitted tickets promptly, accurately documenting all reported issues, requests, and resolutions in the ITSM ticketing system in accordance with established procedures.
Follow established call handling scripts, knowledge base articles, and SOPs to provide information support.
Accurately categorize, prioritize, and route calls, ensuring all relevant information is captured and communicated clearly.
Maintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.
Communicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.
Participate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.
Adhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.
Maintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.
Meet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.