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Email Chat Support Jobs in Tennessee (NOW HIRING)

D.R. Horton

Online Sales Concierge

Knoxville, TN · On-site

$14.75 - $19/hr

... email, chat, and online inquiries, turning leads into valuable sales opportunities. This role combines customer service, lead generation, and sales support, offering the chance to make a direct ...

University of Rochester

$21.78 - $30.53/hr

Provides phone, remote, and chat support for a large customer base whose business functions rely ... software, email, networking, printers and scanners, backup utilities, antivirus, whole disk ...

DR Horton, Inc.

Online Sales Concierge

Knoxville, TN · On-site

$14.75 - $19/hr

... email, chat, and online inquiries, turning leads into valuable sales opportunities. This role combines customer service, lead generation, and sales support, offering the chance to make a direct ...

DR Horton

Online Sales Concierge

Knoxville, TN · On-site

$14.75 - $19/hr

... email, chat, and online inquiries, turning leads into valuable sales opportunities. This role combines customer service, lead generation, and sales support, offering the chance to make a direct ...

Forward Air

Supervisor, Customer Service

Greeneville, TN · On-site

$54K/yr

... email, chat, and customer escalations. They manage staffing levels, attendance, scheduling, and ... They support performance management, training, quality assurance, and continuous improvement ...

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All JobsEmail Chat Support JobsEmail Chat Support Jobs in Tennessee

Email Chat Support information

What is an email chat support?

An Email Chat Support job involves assisting customers through email and chat communication. Responsibilities include answering inquiries, resolving issues, and providing product or service information promptly and professionally. This role requires strong written communication skills, attention to detail, and the ability to handle multiple conversations efficiently. It is commonly found in customer service, technical support, and e-commerce industries.

What does a typical workday look like for someone in an email chat support role?

A typical workday in Email Chat Support involves responding to customer inquiries, troubleshooting issues, and tracking support tickets through email and live chat platforms. You’ll often work as part of a team, collaborating with other support agents and sometimes liaising with technical or sales departments to resolve customer concerns. The role usually requires multitasking between multiple conversations, maintaining professionalism, and meeting service level targets. Most positions offer structured shifts, often in a fast-paced environment, but may allow for remote or hybrid work arrangements depending on the employer.

What are the key skills and qualifications needed to thrive in the email chat support position, and why are they important?

To thrive as an Email Chat Support representative, you need excellent written communication skills, attention to detail, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, ticketing systems, and basic computer applications is often required. Patience, emotional intelligence, and strong problem-solving abilities help you manage customer concerns effectively. These skills are essential to provide accurate, courteous, and timely support that enhances customer satisfaction and brand reputation.

What are the most commonly searched types of Email Chat Support jobs in Tennessee?

The most popular types of Email Chat Support jobs in Tennessee are:

What are popular job titles related to Email Chat Support jobs in Tennessee?

For Email Chat Support jobs in Tennessee, the most frequently searched job titles are:

What job categories do people searching Email Chat Support jobs in Tennessee look for?

The top searched job categories for Email Chat Support jobs in Tennessee are:

What cities in Tennessee are hiring for Email Chat Support jobs?

Cities in Tennessee with the most Email Chat Support job openings:

Email Chat Support jobs near you
Infographic showing various Email Chat Support job openings in Tennessee as of August 2026, with employment types broken down into 50% Full Time, and 50% Temporary. Highlights an 100% In-person job distribution.

Call Center Operator - Night Shift

Spry Methods

Nashville, TN • On-site

Other

Posted 11 days ago

Job description

Company Overview
Spry Methods is a proven provider of mission-focused technology, cybersecurity, and program management solutions supporting critical Federal missions. We specialize in delivering integrated, high-impact solutions across cyber operations, enterprise resource management, and mission support services. Our culture emphasizes collaboration, accountability, and innovation - empowering our teams to deliver meaningful outcomes in complex, high-security environments.
Who We're Looking For (Position Overview)
Spry is seeking a customer-focused, dependable, and technically savvy professional to join our team as a Call Center Operator - Night Shift. The ideal candidate enjoys helping others, thrives in a fast-paced environment, and can effectively troubleshoot technical issues while delivering exceptional customer service. You are a strong communicator who remains calm under pressure, can manage multiple priorities, and is passionate about ensuring end users receive timely and effective support.
You should be comfortable serving as the first point of contact for IT support requests, engaging with customers through phone, email, chat, and ticketing systems. Success in this role requires strong problem-solving skills, attention to detail, the ability to follow established processes, and a commitment to delivering a positive customer experience. You work well both independently and as part of a collaborative team, take ownership of issues through resolution, and are motivated by helping users overcome technical challenges.
What Your Day-To-Day Looks Like (Position Responsibilities)
As a Night Shift Call Center Operator, you will:
  • Must be able to work rotating 4x10 Night Shift 8:30pm-7:00am
  • Serve as the first point of contact for government end users contacting the IT 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.
  • Perform initial triage and troubleshooting of common IT issues including but not limited to password resets, account unlocks, software installation and configuration, hardware troubleshooting, network connectivity issues, and printer support.
  • Follow established call handling scripts, knowledge base articles, and SOPs to resolve Tier 1 IT support issues at the point of contact whenever possible, minimizing the need for escalation.
  • Accurately categorize, prioritize, and route tickets that cannot be resolved at Tier 1 to the appropriate Tier 2 or Tier 3 support teams, 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.
  • Contribute to the maintenance and accuracy of knowledge base articles by flagging outdated information and suggesting updates based on call center experience.
  • Meet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.
  • Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic problems observed during call handling activities.
What You Need to Succeed (Minimum Requirements)
  • Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust.
  • U.S. Citizenship or lawful permanent residency (Green Card) in accordance with customer requirements.
  • High school diploma or GED required.
  • Minimum of one (1) year of experience in a call center, help desk, customer service, or technical support environment.
  • Basic knowledge of IT concepts and end-user support, including account management, hardware troubleshooting, software support, and password resets.
  • Strong written and verbal communication skills with the ability to effectively support users with varying levels of technical expertise.
  • Demonstrated customer service skills and a professional, patient, and solution-oriented approach.
  • Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
  • Experience documenting incidents and service requests in an ITSM ticketing system.
  • Ability to follow established procedures, knowledge articles, and standard operating procedures (SOPs).
  • Strong attention to detail, organizational skills, and ability to manage multiple tasks in a fast-paced environment.
  • Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.
  • Ability to work independently and as part of a team in a customer-focused support environment.
  • Strong time management skills with the ability to meet schedule and attendance requirements.
Ideally, You Also Have (Preferred Qualifications)
  • Active Secret clearance or higher.
  • ITIL Foundation certification or familiarity with ITIL service management principles.
  • CompTIA A+, Network+, or other relevant entry-level IT certifications.
  • HDI Customer Service Representative (HDI-CSR) certification or equivalent customer support certification.
  • Experience supporting federal government customers or working in a regulated government environment.
  • Familiarity with remote support tools, including Remote Desktop Protocol (RDP), Microsoft SCCM, or similar platforms.
  • Experience supporting multi-factor authentication (MFA) solutions and identity/access management processes.
  • Knowledge of federal IT security policies, cybersecurity best practices, and end-user security awareness principles.
  • Bilingual communication skills.Experience providing support in a high-volume call center or enterprise service desk environment.

$17 - $18 an hour
Compensation is determined based on relevant experience, technical qualifications, certifications, clearance level, and contract requirements.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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