Call Center Operator (Swing shift)

About the role

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.

Schedule

This position is for a swing shift 12:30 pm to 11:00 pm (4 On/4 Off/10 hour shifts) to include a 30 minute meal break.

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.

Requirements

• High school diploma or GED required; Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
• 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.

Skills

• 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.

Desired Skills

• Active government security clearance (Secret or higher) a plus.
• Prior military or law enforcement experience a plus.
• Bilingual communication skills are a plus.

Benefits

• Health, dental and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off