Night-Shift Government Call Center Agent

Koniag Government Services; Nashville (TN); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Parental leave

Life insurance

Disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services in Nashville, TN is seeking a dedicated Call Center Operator for night shift, providing professional support to government end users by phone, email, chat, or web portal. You will document issues and resolutions, follow SOPs, and ensure tickets meet SLA metrics.

The role requires strong communication, patience, and teamwork in a structured call center environment, with the possibility to obtain a government security clearance.

Qualifications

• High school diploma or GED required; associate or bachelor's degree preferred.
• 1+ year(s) in a call center, help desk, customer service, or technical support role.
• Ability to obtain a government security clearance may be required.

Responsibilities

• Serve as the first point of contact for government end users via phone, email, chat, or web portal.
• Document issues, requests, and resolutions accurately in the ticketing system.
• Follow call handling scripts and SOPs to provide information support.
• Prioritize, categorize, and route calls while capturing all relevant details.
• Maintain SLA adherence for response and resolution times.

Skills

Excellent communication

Customer service

ITSM ticketing

SLA adherence

Ticket documentation

English proficiency

Time management

MS Office

Team player

Security clearance readiness

Education

High school diploma or GED

Associate/Bachelor preferred

Tools

Microsoft Office Suite

Microsoft Teams

ITSM ticketing system

Job description

Koniag Government Services in Nashville, TN is seeking a dedicated Call Center Operator for night shift, providing professional support to government end users by phone, email, chat, or web portal. You will document issues and resolutions, follow SOPs, and ensure tickets meet SLA metrics.

The role requires strong communication, patience, and teamwork in a structured call center environment, with the possibility to obtain a government security clearance.