Full Stack Development

The Call Center Operator 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. Principal responsibilities will include but are not limited to:

• Serve as the first point of contact for government end users contacting the Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.

• Answer incoming calls and respond to submitted tickets promptly, accurately documenting all reported issues, requests, and resolutions in the ITSM ticketing system in accordance with established procedures.

• Follow established call handling scripts, knowledge base articles, and SOPs to provide information support.

• Accurately categorize, prioritize, and route calls, ensuring all relevant information is captured and communicated clearly.

• Maintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.

• Communicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.

• Participate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.

• Adhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.

• Maintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.

• Meet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence., Security Clearance On-Time Performance IT Service Management Information Technology Full Stack Development Call Center Experience Collaborative Software Business Administration Business Transformation End-User Training And Support Customer Relationship Management +0

Patience Operations Web Portals Communication Prioritization Issue Tracking Detail Oriented Professionalism Microsoft Excel Time Management Microsoft Teams Customer Service English Language Microsoft Office Security Policies Microsoft Outlook Technical Support Help Desk Support Solution-Oriented, Customer service, Customer service oriented, Call center, Customer relationship, Help desk, Support, Help desk support, Multi tasking, * 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.

Required Skills and Competencies:

• Strong communication skills in English - both written and oral - with the ability to explain technical concepts clearly and professionally to end users with varying levels of technical knowledge.

• Demonstrated customer service skills with a patient, empathetic, and solution-oriented approach to handling end user support interactions.

• Ability to accurately document support interactions, issues, and resolutions in an ITSM ticketing system in a clear, concise, and timely manner.

• Strong attention to detail with the ability to follow established call handling procedures, knowledge base articles, and SOPs consistently and accurately.

• Ability to manage multiple tasks simultaneously, including active call handling, ticket documentation, and queue monitoring, in a fast-paced environment.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.

• Demonstrated ability to work effectively as part of a team, taking direction from supervisors and contributing to a positive and collaborative team environment.

• Strong time management and schedule adherence skills, with the ability to maintain consistent performance across all assigned shifts.

• Ability to obtain and maintain a government security clearance as required., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Empathy Patience Operations Web Portals Communication Prioritization Issue Tracking Detail Oriented Professionalism Microsoft Excel Time Management Microsoft Teams Customer Service English Language Microsoft Office Security Policies Microsoft Outlook Technical Support Help Desk Support Solution-Oriented

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.