Call Center Representative (Swing Shift)

VIATEQ Corporation is looking for a dedicated and customer-focused Call Center Representative 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. This position is located in Nashville, TN and requires the candidate to be able to obtain and maintain a Public Trust background investigation. This position is for a swing shift 12:30 PM • 11:00 PM (4 days on / 4 days off / 10 hour shift) to include a 30 minute meal break. The Call Center Representative 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. Responsibilities: Serve as the first point of contact for 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. Required Education and Experience: 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 Public Trust background investigation. Compensation Range: $16.00 – 18.00 an hour. This represents the typical compensation range for this position based on experience, location, and other factors. About VIATEQ: VIATEQ is a proactive provider of collaborative solutions for federal government agencies. Our collaborative service framework and flexibility allow employees, customers, and business partners to work together successfully anywhere, anytime. VIATEQ’s service areas also allow government agencies to respond to competitive pressures and achieve new performance levels. VIATEQ offers competitive compensation and a strong benefits package, including comprehensive healthcare, 401(k), paid time off, paid holidays, flexible spending accounts, professional development reimbursement, and other benefits for you and your family. Equal Opportunity Statement: VIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.