Call Center Operator (Swing shift)

Koniag; Nashville, Northern (TN, KY); Hybrid; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Three weeks paid time off

Job summary

Koniag Government Services seeks a dedicated Call Center Operator (Swing Shift) in Nashville, TN. You will be the first point of contact for government end users, delivering professional, empathetic support via phone, email, chat and ticketing systems.

Under supervision, document issues in ITSM, follow scripts and SOPs, meet SLA targets, and collaborate with the team to ensure a consistently positive support experience while maintaining required security clearances.

Qualifications

• High school diploma or GED required; IT/Business degree preferred.
• 1+ years in a call center, help desk, or tech support role.
• Familiarity with IT concepts and end-user issues.

Responsibilities

• Serve as first point of contact via phone, email, chat, or web portal.
• Document issues, requests, and resolutions in ITSM system.
• Follow call handling scripts, KB articles, and SOPs.
• Categorize, prioritize, and route calls; capture relevant info.
• Adhere to SLA requirements for response and resolution times.
• Provide timely status updates and follow-up on tickets.
• Participate in training and knowledge sharing; stay updated.
• Maintain professionalism and empathy with end users.
• Obtain and maintain required government security clearance.

Skills

English proficiency

Customer service

Documentation in ITSM

Attention to detail

Multitasking

MS Office

Team collaboration

Time management

Security clearance readiness

Education

High school diploma or GED

Associate's or Bachelor's in IT/Business Admin (preferred)

Tools

ITSM ticketing system

Microsoft Office Suite

Job description

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.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Call Center Operator will serve as the first point of contact for support, providing frontline 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. Principal responsibilities will include but are not limited to:

• 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.

Education and Experience:

Required:

• 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.

Required Skills and Competencies:

• 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 and Competencies:

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

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e‑mail at accommodations@koniag‑gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long‑term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com .

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352