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VIATEQ Corporation
VIATEQ Corporation
11 – 50 Angajați
ApărareConsultanțăGuvern
VIATEQ Corporation este o companie de servicii profesionale și tehnologie care deservește clienți guvernamentali și din domeniul apărării din Statele Unite. Fondată în 2007 și cu sediul în McLean, Virginia, compania sprijină clienți federali și instituționali prin ingineria sistemelor, software și servicii IT, managementul programelor și consultanță tehnică. Echipa sa, formată din 11–50 de profesioniști, lucrează la proiecte guvernamentale, de apărare și de consultanță, inclusiv în roluri asociate livrării tehnice și sprijinului pentru programe.
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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.

USStatele Unite ale AmericiiTNTennessee
16 $ – 18 $ / oră
La sediuNormă întreagăJuniorNu este necesară o diplomăLimbă Obligatorie: englezăReprezentant call center
ITSM

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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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