Call Center Operator (Nights)

Koniag Government Services; Nashville (TN); On-site; USD 34,000 - 45,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Three weeks paid time off

Job summary

Koniag Government Services is hiring a Call Center Operator to serve as the first contact for government end users seeking IT support, providing frontline assistance via phone, email, chat, and ticketing systems. You will work under a Call Center Supervisor to ensure a consistently positive support experience.

The role requires a high school diploma or GED, 1+ years in a call center or help desk, familiarity with IT concepts, strong English communication, and customer service skills.

Qualifications

• High school diploma or GED required.
• 1+ years in a call center, help desk, or support role.
• Basic familiarity with IT concepts and end-user issues.
• Strong English communication and customer service skills.
• Ability to document issues and resolutions clearly in the system.

Responsibilities

• Serve as first point of contact for government end users, delivering professional, courteous, and efficient support interactions.
• Answer calls and tickets, documenting issues and resolutions in the ITSM system.

Skills

Customer service

Communication skills

IT concepts

English proficiency

Education

High school diploma or GED

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, 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.

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
• 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
• Strong communication skills in English
• Demonstrated customer service skills
• Basic working knowledge of common IT systems and end user support concepts

Benefits

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