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VIATEQ Corporation
VIATEQ Corporation
11 – 50 Employees
ConsultingDefenseGovernment
VIATEQ Corporation is a professional services and technology company serving U.S. government and defense customers. Founded in 2007 and based in McLean, Virginia, the company supports federal and institutional clients through systems engineering, software and IT services, program management, and technical consulting. Its team of 11–50 professionals works across government, defense, and consulting projects, including roles connected to technical delivery and program support.
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Onsite Call Center Representative – Nashville, TN

Support VIATEQ’s federal government clients by phone, email, chat, and ticket system. This onsite night-shift role involves resolving issues and recording service interactions.

USUnited StatesTNTennessee
$16 – $18 / hour
On-siteFull-timeJuniorNo degree requiredEnglish RequiredCall Center Representative

Description

  • Act as the first contact for end users across phone, email, chat, and web portal channels.
  • Provide courteous, professional, and efficient frontline support.
  • Answer calls and respond promptly to submitted tickets.
  • Record reported issues, requests, and resolutions using established procedures.
  • Use call scripts, knowledge base articles, and standard operating procedures.
  • Classify, prioritize, and route calls while capturing and sharing relevant details.
  • Meet SLA standards for response and resolution times and ticket documentation quality.
  • Update users on progress and follow up on open or escalated tickets.
  • Join team huddles, training, and knowledge-sharing activities.
  • Follow federal regulations, agency security policies, and call center procedures.
  • Meet or exceed targets for call handling, ticket quality, customer satisfaction, and schedule adherence.
  • Work with the call center team under the direction of a Call Center Supervisor.

Requirements

  • High school diploma or GED.
  • An associate or bachelor’s degree in information technology, business administration, or a related field is preferred.
  • At least one year of experience in a call center, help desk, customer service, or technical support role.
  • Able to obtain and maintain a government Public Trust background investigation.
  • Strong written and spoken English communication skills.
  • Proven customer service skills.
  • Able to accurately document support interactions, issues, and resolutions.
  • Strong attention to detail.
  • Able to manage multiple tasks in a fast-paced environment.
  • Proficient with Microsoft Office, including Word, Excel, and Outlook, and collaboration tools such as Microsoft Teams.
  • Able to work effectively as part of a team.
  • Strong time management and schedule adherence skills.
  • Available for the night shift: 8:30 PM–7:00 AM, four days on and four days off, with a 30-minute meal break.

Benefits

  • Comprehensive healthcare
  • 401(k)
  • Paid time off
  • Paid holidays
  • Flexible spending accounts
  • Professional development reimbursement
  • Benefits for employees and their families

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