Call Center Representative

VIATEQ Corporation

. Serve as the first point of contact for end users via phone, email, chat, or web portal .

Posted 10/10/2026full-timeNashville • Tennessee • United StatesJunior💰 $16 - $18 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and effective communication abilities while adhering to established procedures and federal regulations. Proficient in managing multiple tasks in a fast-paced environment and maintaining high standards of ticket documentation and response times.

Highest-signal resume keywords

Customer Service SkillsCall Center ExperienceMicrosoft Office Suite ProficiencyAttention to DetailTime Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket DocumentationIssue ResolutionCall HandlingSLA AdherenceMulti-tasking

Soft Skills

Strong Communication SkillsTeam CollaborationProblem Solving

Tools & Technologies

Microsoft TeamsKnowledge Base ArticlesSOPs

Certifications & Qualifications

High School Diploma or GEDPublic Trust Background Investigation

Industry Keywords

Call Center ProceduresCustomer SatisfactionFast-paced EnvironmentFederal Regulations

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High school diploma or GED required
Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred
1+ years of experience in a call center, help desk, customer service, or technical support role
Ability to obtain and maintain a government Public Trust background investigation
Strong written and oral communication skills in English
Demonstrated customer service skills
Ability to accurately document support interactions, issues, and resolutions
Strong attention to detail
Ability to manage multiple tasks simultaneously in a fast-paced environment
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams
Ability to work effectively as part of a team
Strong time management and schedule adherence skills
Availability for the night shift, 8:30 PM–7:00 AM, 4 days on / 4 days off / 10-hour shift, including a 30-minute meal break

Benefits

Comp & perks

Comprehensive healthcare
401(k)
Paid time off
Paid holidays
Flexible spending accounts
Professional development reimbursement
Benefits for you and your family