{"id":3531807,"url":"https://alion.io/job/viateq-call-center-representative-night-shift","title":"Call Center Representative (Night Shift)","company":{"id":4432055,"name":"Viateq","domain":"viateq.com","url":"https://alion.io/company/viateq","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nashville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":16,"max":18,"currency":"USD","period":"hour","gross":null,"usd_annual":36000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-10T04:16:00Z","employer_posted_date":"2026-10-10","last_verified_at":"2026-10-31T16:23:02Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"VIATEQ Corporation is looking for a dedicated and customer-focused Call Center Representative to join our team supporting government clients in the Nashville, Tennessee area. The ideal candidate is a dependable and enthusiastic individual with a passion for delivering exceptional customer service and the ability to thrive in a structured, fast-paced call center environment. They communicate clearly and professionally, demonstrate patience and empathy when assisting end users, and take pride in resolving issues efficiently and effectively.\nThis is a full-time and benefits-eligible position. This position is located in Nashville, TN and requires the candidate to be able to obtain and maintain a Public Trust background investigation.\nThis position is for a night shift 8:30 PM - 7:00 AM (4 days on / 4 days off / 10 hour shift) to include a 30 minute meal break.\nThe Call Center Representative will serve as the first point of contact for support, providing frontline assistance and customer service via phone, email, chat, and ticketing systems. This individual will work as part of a collaborative call center team under the direction of a Call Center Supervisor, following established procedures and service delivery standards to ensure a consistently positive support experience for all end users.\nResponsibilities:\nServe as the first point of contact for end users contacting the Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.\nAnswer incoming calls and respond to submitted tickets promptly, accurately documenting all reported issues, requests, and resolutions in accordance with established procedures.\nFollow established call handling scripts, knowledge base articles, and SOPs to provide information support.\nAccurately categorize, prioritize, and route calls, ensuring all relevant information is captured and communicated clearly.\nMaintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.\nCommunicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.\nParticipate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.\nAdhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.\nMaintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.\nMeet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.\nRequired Education and Experience:\nHigh school diploma or GED required; Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.\n1+ years of experience in a call center, help desk, customer service, or technical support role.\nAbility to obtain and maintain a government Public Trust background investigation.\nRequired Skills and Competencies:\nStrong communication skills in English - both written and oral - with the ability to explain complex concepts clearly and professionally to end users.\nDemonstrated customer service skills with a patient, empathetic, and solution-oriented approach to handling end user support interactions.\nAbility to accurately document support interactions, issues, and resolutions in a clear, concise, and timely manner.\nStrong attention to detail with the ability to follow established call handling procedures, knowledge base articles, and SOPs consistently and accurately.\nAbility to manage multiple tasks simultaneously, including active call handling, ticket documentation, and queue monitoring, in a fast-paced environment.\nProficiency in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.\nDemonstrated ability to work effectively as part of a team, taking direction from supervisors and contributing to a positive and collaborative team environment.\nStrong time management and schedule adherence skills, with the ability to maintain consistent performance across all assigned shifts.\nCompensation Range:\n$16.00 - 18.00 an hour. This represents the typical compensation range for this position based on experience, location, and other factors.\nAbout VIATEQ:\nVIATEQ is a proactive provider of collaborative solutions for federal government agencies. Our collaborative service framework and flexibility allow employees, customers, and business partners to work together successfully anywhere, anytime. VIATEQ’s service areas also allow government agencies to respond to competitive pressures and achieve new performance levels.\nVIATEQ offers competitive compensation and a strong benefits package, including comprehensive healthcare, 401(k), paid time off, paid holidays, flexible spending accounts, professional development reimbursement, and other benefits for you and your family.\nEqual Opportunity Statement:\nVIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.","description_format":"text","description_chars":5619,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":true,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Government"],"lifecycle":[{"event":"open","at":"2026-10-30T16:19:15Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.783,"p_room":0.55,"age_days":21,"expected_fill_days":18,"reasons":["conf:0","velocity","win:tail","comp:junior"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":36000,"is_top_pay":false},"html_url":"https://alion.io/job/viateq-call-center-representative-night-shift","json_url":"https://alion.io/job/viateq-call-center-representative-night-shift.json","meta":{"generated_at":"2026-10-31T16:59:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26563,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4432055},"rest":"https://alion.io/mcp/rest/get_company?id=4432055"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fviateq-call-center-representative-night-shift"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fviateq-call-center-representative-night-shift"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fviateq-call-center-representative-night-shift"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/viateq-call-center-representative-night-shift\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fviateq-call-center-representative-night-shift"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3531807}},{"tool":"search_jobs","arguments":{"company":"viateq.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3531807},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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