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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 – Swing Shift

Provide phone, email, chat, and ticket support to VIATEQ’s federal government clients. Record issues accurately while meeting service-level and customer satisfaction goals.

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

Description

  • Act as the first point of contact for end users through phone, email, chat, and web portal channels.
  • Respond promptly to incoming calls and support tickets.
  • Record reported issues, requests, and resolutions in the ITSM ticketing system.
  • Use approved call scripts, knowledge base content, and standard operating procedures.
  • Categorize, prioritize, and route calls while documenting relevant details.
  • Meet SLA standards for response times, resolution times, and ticket documentation quality.
  • Communicate status updates and follow up on open or escalated tickets.
  • Take part in team huddles, training, and knowledge-sharing sessions.
  • Comply with federal regulations, agency security policies, and call center procedures.
  • Achieve or exceed targets for call handling, ticket quality, customer satisfaction, and schedule adherence.
  • Report to and follow the direction of the Call Center Supervisor.

Requirements

  • High school diploma or GED.
  • At least one year of experience in a call center, help desk, customer service, or technical support role.
  • Basic understanding of IT concepts and common end-user support issues, including account management, hardware troubleshooting, and software support.
  • Strong written and verbal communication skills in English.
  • Patient, empathetic, and solution-focused customer service approach.
  • Ability to accurately record support interactions, issues, and resolutions in an ITSM ticketing system.
  • Careful attention to detail and ability to follow call procedures, knowledge base guidance, and SOPs.
  • Ability to handle multiple tasks in a fast-paced work environment.
  • Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook, as well as Microsoft Teams.
  • Ability to collaborate effectively and follow supervisors’ direction.
  • Strong time management and schedule adherence.
  • Ability to obtain and maintain a government Public Trust background investigation.
  • Associate’s or bachelor’s degree in information technology, business administration, or a related field preferred.

Benefits

  • Comprehensive healthcare coverage.
  • 401(k) plan.
  • Paid time off.
  • Paid holidays.
  • Flexible spending accounts.
  • Professional development reimbursement.
  • Additional benefits for employees and their families.

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