Agent I - Swing

ASM Research, An Accenture Federal Services Company • San Antonio, TX • 8h ago

Position Overview

The Agent I - Swing provides frontline customer support during night-shift hours, handling inbound and outbound contacts for mission-critical services when staffing and back-office resources may be reduced. This role uses multiple systems to research issues, execute transactions, and document outcomes while maintaining compliance with policies and regulations. The Agent I applies scripts and procedures with heightened attention to security, incident escalation, and lone-operator safety considerations common to after-hours operations, supporting customer satisfaction and service level objectives by managing workload efficiently and escalating complex cases to on-call resources or daytime teams. Work hours are 1PM - 10PM Tues -Sat OR Sun-Thurs

Key Responsibilities

Manage night-shift contact volume across channels, maintaining adherence, handle-time, and quality targets with leaner staffing and limited supervisory oversight.

Navigate enterprise systems, knowledge bases, and job aids to resolve customer inquiries and update records during off-hours operations.

Follow scripts, procedures, and security protocols with particular attention to verifying identity and safeguarding sensitive information during night operations.

Identify and escalate high-risk, complex, or unresolved cases to night-shift leads, subject matter experts, or on-call support teams with clear documentation.

Apply de-escalation techniques to manage frustrated or vulnerable customers who contact support outside standard business hours.

Document unusual incidents, system issues, or emerging trends to support daytime analysis and process improvement efforts.

Coordinate with other night-shift staff to balance queues and support coverage for multiple contact @types.

Required Qualifications

High school diploma or GED; some college coursework or Associate's degree preferred.

1-3 years of customer service or contact center experience, including some night-shift exposure or demonstrated ability to work independently.

Proven ability to answer inquiries by clarifying desired information, researching, locating, and providing accurate information to customers during overnight hours.

Strong capability to resolve problems by clarifying issues, researching and exploring solutions, implementing resolutions, and escalating unresolved problems appropriately.

Experience fulfilling requests, maintaining call center databases by entering information, and documenting customer interactions accurately with limited supervision.

Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Preferred Qualifications

Prior experience in 24x7 or after-hours customer support operations.

Familiarity with incident or outage communication protocols used in enterprise environments.

Background in government or highly regulated customer service operations with strict security requirements.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$18.65 - $20.10/hr

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

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