Call Center Operator (Days)

Koniag Government Services; Nashville (TN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

Dental insurance

Vision insurance

401K matching

Flexible spending account

Paid holidays

Paid time off

Job summary

Koniag Government Services in Nashville is seeking a Call Center Operator to serve as the first point of contact for government end users seeking IT support, delivering professional assistance by phone, email, chat, and through the ticketing system. You will work under a Call Center Supervisor to follow established procedures and ensure a consistently positive support experience for all end users.

The ideal candidate is dependable, enthusiastic, and customer-service oriented, with a basic

Qualifications

• High school diploma or GED; associate or bachelor's preferred.
• 1+ years in a call center, help desk, customer service, or technical support role.
• Basic familiarity with IT concepts and common end user support issues.

Responsibilities

• Serve as the first contact for government end users via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.
• Document reported issues, requests, and resolutions in the ITSM ticketing system per established procedures.

Skills

Customer service

IT support concepts

Phone support

Communication

Education

High School Diploma

Associate Degree

Bachelor's Degree

Tools

ITSM ticketing system

Job description

Role Overview

The Call Center Operator will serve as the first point of contact for government end users seeking IT support, providing frontline technical assistance and customer service via phone, email, chat, and ticketing systems. This individual will work as part of a collaborative call center team under the direction of a Call Center Supervisor, following established procedures and service delivery standards to ensure a consistently positive support experience for all end users.

What You Will Do

Serve as the first point of contact for government end users contacting the IT 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.

Why It Might Be a Fit

The ideal candidate is a dependable and enthusiastic individual with a passion for delivering exceptional customer service, a foundational understanding of IT support concepts, and the ability to thrive in a structured, fast-paced call center environment.

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.

Benefits

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