Government Call Center Agent - Swing Shift

Koniag Services, Inc.; Nashville (TN); Hybrid; USD 36,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Services Inc. is seeking a dedicated Call Center Operator (Swing shift) to support government clients in Nashville, TN. You will handle calls, emails, chats, and tickets with a focus on professional service and issue resolution.

Ideal candidates have 1+ year in a call center or support role, strong English communication, and the ability to obtain a government security clearance. Benefits include health coverages and retirement options. This position is not an IT call center.

Qualifications

• High school diploma or GED required; an associate or bachelor's degree is preferred.
• 1+ years in a call center, help desk, or customer service role.
• Able to obtain and maintain a government security clearance.

Responsibilities

• Be the first point of contact for government end users via phone, email, chat, or portal.
• Document issues, requests, and resolutions accurately in ITSM system.
• Follow scripts, KB articles, and SOPs to provide information support.
• Categorize, prioritize, and route calls; communicate status clearly.
• Meet SLA requirements for response and resolution times across shifts.
• Escalate issues and provide timely updates to users as needed.

Skills

Clear English communication

Customer service focus

ITSM ticketing documentation

Attention to detail

Multi-tasking in fast-paced env

MS Office & Teams proficiency

Team collaboration

Time management & schedule adherence

Ability to obtain gov clearance

Education

High school diploma or GED

Associate's/Bachelor's preferred

Tools

ITSM ticketing system

Microsoft Teams

Microsoft Office (Word/Excel/Outlook)

Job description

Koniag Services Inc. is seeking a dedicated Call Center Operator (Swing shift) to support government clients in Nashville, TN. You will handle calls, emails, chats, and tickets with a focus on professional service and issue resolution.

Ideal candidates have 1+ year in a call center or support role, strong English communication, and the ability to obtain a government security clearance. Benefits include health coverages and retirement options. This position is not an IT call center.