Call Center Operator (Swing shift)

Koniag Services Inc. a Koniag Government Services company is seeking a dedicated and customer-focused Call Center Operator (Swing shift) 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. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville Tennessee This position is for a swing shift 12:30pm to11pm (4 On/4 Off/10 hour shifts) to include a 30 minute meal offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Call Center Operator 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. Principal responsibilities will include but are not limited to: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 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 established call handling scripts knowledge base articles and SOPs to provide information categorize prioritize and route calls ensuring all relevant information is captured and communicated consistent adherence to SLA requirements for response times resolution times and ticket documentation quality throughout each clearly and professionally with end users throughout the support lifecycle providing timely status updates and follow-up on open or escalated tickets as in team huddles training sessions and knowledge sharing activities to stay current on supported systems updated procedures and emerging to all applicable federal regulations agency security policies and call center operational procedures during every end user a high level of professionalism patience and empathy when assisting end users including those with varying levels of technical or exceed individual performance targets including call handling metrics ticket quality scores customer satisfaction ratings and schedule and Experience:Required:High school diploma or GED required; Associates or Bachelors 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 familiarity with IT concepts and common end user support issues including account management hardware troubleshooting and software 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 customer service skills with a patient empathetic and solution-oriented approach to handling end user support to accurately document support interactions issues and resolutions in an ITSM ticketing system in a clear concise and timely attention to detail with the ability to follow established call handling procedures knowledge base articles and SOPs consistently and to manage multiple tasks simultaneously including active call handling ticket documentation and queue monitoring in a fast-paced in Microsoft Office Suite (Word Excel Outlook) and collaboration tools such as Microsoft ability to work effectively as part of a team taking direction from supervisors and contributing to a positive and collaborative team time management and schedule adherence skills with the ability to maintain consistent performance across all assigned to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher) a military or law enforcement experience a communication skills are a Equal Employment Opportunity Policy:The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website please contact Heaven Wood via e-mail at or by calling to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352