Government Support Call Center Agent – Morning Shift

Koniag Government Services; Nashville (TN); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services in Nashville, TN is seeking a dedicated Call Center Operator (Mornings) to handle frontline support via phone, email, chat, and tickets. The role reports to a Call Center Supervisor and requires adherence to procedures, clear communication, and a customer-focused attitude.

The position emphasizes first-contact support for government end users, with a 4:30am–3:00pm schedule (4 On/4 Off/10 hour shifts) and a commitment to professional, empathetic service while

Qualifications

• 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 preferred.

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 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.

Skills

Clear communication

Customer service

Documentation

Multitasking

Team collaboration

Time management

Education

Associate degree

Bachelor's degree

Tools

Microsoft Office

Microsoft Teams

Job description

Koniag Government Services in Nashville, TN is seeking a dedicated Call Center Operator (Mornings) to handle frontline support via phone, email, chat, and tickets. The role reports to a Call Center Supervisor and requires adherence to procedures, clear communication, and a customer-focused attitude.

The position emphasizes first-contact support for government end users, with a 4:30am–3:00pm schedule (4 On/4 Off/10 hour shifts) and a commitment to professional, empathetic service while