Agent II - Night

Position Overview

 

The Agent II - Night functions as the night-shift subject matter expert, supporting agents who handle complex or sensitive inquiries when other support resources may be limited. This role manages advanced call types requiring deep knowledge of products, systems, and regulations in a highly regulated federal environment. The Agent II provides immediate guidance on procedures, exceptions, and system issues to maintain service quality and compliance during off-hours, documenting shift trends and escalations to inform daytime leadership and process owners while contributing to continuous improvement by highlighting after-hours pain points.

 

Key Responsibilities

• Support night-shift agents with real-time assistance on complex cases, policy questions, and system navigation challenges during low-supervision periods.
• Handle high-risk or escalated interactions that cannot be resolved by frontline agents, ensuring accurate decisions and thorough documentation of actions taken.
• Monitor recurring after-hours issues and capture detailed notes for follow-up by daytime subject matter experts, trainers, or process owners.
• Reinforce adherence to quality, security, and regulatory requirements during low-supervision periods when immediate management support is limited.
• Collaborate with team leads to refine night-shift procedures, job aids, and contingency plans for system or volume disruptions.
• Participate in calibration and knowledge-sharing activities to keep night-shift practices aligned with daytime standards and organizational policies.
• Provide input into training and cross-training priorities based on unique patterns observed during night-shift operations.

Required Qualifications

• High school diploma or GED; some college coursework or Associate's degree preferred.
• 3–5 years of domain-specific contact center experience with demonstrated subject matter depth and ability to work independently.
• Proven ability to answer inquiries, resolve problems, fulfill requests, and maintain call center databases while documenting customer interactions accurately.
• Strong capability to handle subject matter expert inquiries, assist other team members during night operations, and participate in quality assurance activities.
• Experience updating job knowledge through educational opportunities and knowledge management, with ability to work effectively during overnight hours.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Preferred Qualifications

• Prior subject matter expert or senior-agent experience specifically in after-hours or 24x7 environments.
• Experience supporting incident or outage response from the contact center perspective.
• Background in government customer service operations with strict security and compliance protocols.

Qualifications

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 ot