Night-Shift Call Center Specialist - Government Support

Viateq Corporation; Nashville (TN); Presencial; USD 22.000 - 25.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

401(k)

Paid time off

Descripción de la vacante

VIATEQ Corporation is seeking a Call Center Representative for night shift in Nashville, TN. This full-time role supports government clients and requires a Public Trust background check.

The night schedule is 8:30 PM to 7:00 AM, four days on/off, with shift-specific responsibilities and a strong focus on customer service. The successful candidate will handle calls, emails, chats, and tickets, following established procedures to ensure accurate documentation, timely responses, and adherence to

Formación

• High school diploma or GED required; Associate’s or Bachelor’s in IT/Business preferred.
• 1+ years in a call center, help desk, customer service, or technical support role.
• Ability to obtain and maintain a government Public Trust background investigation.

Responsabilidades

• Serve as the first point of contact for end users via phone, email, chat, or web portal.
• Respond to calls and tickets, documenting issues and resolutions according to procedures.
• Follow call handling scripts, knowledge base articles, and SOPs for information support.
• Accurately categorize, prioritize, and route calls; capture relevant information clearly.
• Adhere to SLA requirements for response times, resolutions, and ticket quality.
• Provide timely status updates and follow-up on escalated tickets.
• Participate in team huddles, training, and knowledge sharing.
• Adhere to federal regulations and call center security policies.
• Maintain professionalism, empathy toward users with varying tech skills.
• Meet or exceed performance targets (call handling, ticket quality, CSAT, adherence).

Conocimientos

Communication

Customer service

Documentation

Attention to detail

Multitasking

MS Office

Teams

Teamwork

Time management

Educación

High school diploma or GED

Associate or Bachelor’s degree (preferred)

Herramientas

Ticketing systems

Microsoft Office Suite

Descripción del empleo

VIATEQ Corporation is seeking a Call Center Representative for night shift in Nashville, TN. This full-time role supports government clients and requires a Public Trust background check.

The night schedule is 8:30 PM to 7:00 AM, four days on/off, with shift-specific responsibilities and a strong focus on customer service. The successful candidate will handle calls, emails, chats, and tickets, following established procedures to ensure accurate documentation, timely responses, and adherence to