VIATEQ Corporation
VIATEQ Corporation
11 – 50 Қызметкерлер
КонсалтингҚорғанысҮкімет
VIATEQ Corporation — АҚШ үкіметі мен қорғаныс саласындағы клиенттерге қызмет көрсететін кәсіби қызметтер және технологиялар компаниясы. 2007 жылы құрылған, штаб-пәтері Вирджиния штатының Маклин қаласында орналасқан компания жүйелер инженериясы, бағдарламалық жасақтама және IT қызметтері, бағдарламаларды басқару және техникалық кеңес беру бағыттарында федералдық және институционалдық клиенттерге қолдау көрсетеді. 11–50 маманнан тұратын командасы мемлекеттік басқару, қорғаныс және консалтинг жобаларында, соның ішінде техникалық қызмет көрсету мен бағдарламаларды қолдауға байланысты рөлдерде жұмыс істейді.

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.

Сипаттама

  • 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.

Талаптар

  • 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.

Артықшылықтар

  • 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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