VIATEQ Corporation

Call Center Representative

• Serve as the first point of contact for end users via phone, email, chat, or web portal
• Deliver professional, courteous, and efficient frontline support
• Answer incoming calls and respond to submitted tickets promptly
• Document reported issues, requests, and resolutions according to established procedures
• Follow call handling scripts, knowledge base articles, and SOPs
• Categorize, prioritize, and route calls while capturing and communicating relevant information
• Adhere to SLA requirements for response times, resolution times, and ticket documentation quality
• Communicate status updates and follow up on open or escalated tickets
• Participate in team huddles, training sessions, and knowledge-sharing activities
• Follow federal regulations, agency security policies, and call center procedures
• Meet or exceed call handling, ticket quality, customer satisfaction, and schedule adherence targets
• Work under the direction of a Call Center Supervisor as part of a collaborative call center team

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