ZipRecruiter

Log In

1

Virtual Call Center Trainee Jobs in Raleigh, NC (NOW HIRING)

Koniag Government Services

Help Desk Technician

Durham, NC · On-site

$19.25 - $26/hr

... Call Center environment. Responsibilities : • The Initial Call Intake function, normally ... Documentation in ServiceNow is required for both real-time voice and virtual reported problems. • ...

kgs

Help Desk Technician

Durham, NC

$19.25 - $26/hr

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ... Documentation in ServiceNow is required for both real-time voice and virtual reported problems.

kgs

Help Desk Technician

Durham, NC

$19.25 - $26/hr

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ... Documentation in ServiceNow is required for both real-time voice and virtual reported problems.

Koniag, Inc.

Help Desk Technician

Durham, NC · On-site

$17 - $22/hr

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ... Documentation in ServiceNow is required for both real-time voice and virtual reported problems.

next page

Showing results 1-20

People also search for

All JobsVirtual Call Center Trainee JobsVirtual Call Center Trainee Jobs in Raleigh, NC

Virtual Call Center Trainee information

See Raleigh, NC salary details

$11

$17

$23

How much do virtual call center trainee jobs pay per hour?

As of Jun 11, 2026, the average hourly pay for virtual call center trainee in Raleigh, NC is $17.37, according to ZipRecruiter salary data. Most workers in this role earn between $15.19 and $18.22 per hour, depending on experience, location, and employer.

What are some common challenges faced by Virtual Call Center Trainees and how can they be overcome?

Virtual Call Center Trainees often face challenges such as adapting to remote work technology, managing time independently, and quickly learning customer service protocols. To overcome these, it’s important to familiarize yourself with the call center’s software through training resources, establish a dedicated and quiet workspace, and proactively seek feedback from supervisors and peers. Building strong communication skills and staying organized will also help you handle a high volume of calls and deliver excellent customer service, which are key to advancing within the role.

What are Virtual Call Center Trainees?

Virtual Call Center Trainees are individuals who are in the process of learning the skills and procedures needed to handle customer service or support calls remotely. These trainees typically undergo training on company policies, communication techniques, software systems, and problem-solving strategies. Their work is conducted entirely online, allowing them to assist customers from any location with internet access. The goal is to prepare them for a full role as virtual call center agents who can efficiently resolve customer inquiries and issues.

What are the key skills and qualifications needed to thrive as a Virtual Call Center Trainee, and why are they important?

To thrive as a Virtual Call Center Trainee, you need strong communication skills, basic computer proficiency, and typically at least a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, VoIP phone systems, and online chat platforms is commonly required. Active listening, patience, and problem-solving abilities help you stand out by effectively addressing customer needs and building rapport. These skills ensure efficient service delivery, customer satisfaction, and adaptability in a remote work environment.

What is the difference between Virtual Call Center Trainee vs Virtual Call Center Agent?

AspectVirtual Call Center TraineeVirtual Call Center Agent
CredentialsBasic training, onboardingCustomer service skills, sometimes certifications
Work EnvironmentTraining sessions, supervised environmentLive calls, independent work from home
Job RoleLearning and shadowingHandling customer inquiries, problem-solving

The Virtual Call Center Trainee is an entry-level position focused on training and skill development, often under supervision. In contrast, the Virtual Call Center Agent is responsible for managing customer interactions independently after training. Trainees are in a learning phase, while agents are active service providers. Both roles are essential in the call center industry, with trainees preparing for full agent responsibilities.

What are the most commonly searched types of Virtual Call Center jobs in Raleigh, NC? The most popular types of Virtual Call Center jobs in Raleigh, NC are:
What are popular job titles related to Virtual Call Center Trainee jobs in Raleigh, NC? For Virtual Call Center Trainee jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Virtual Call Center Trainee jobs in Raleigh, NC look for? The top searched job categories for Virtual Call Center Trainee jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Virtual Call Center Trainee jobs? Cities near Raleigh, NC with the most Virtual Call Center Trainee job openings:
Virtual Call Center Trainee jobs near you
Help Desk Technician

Help Desk Technician

Koniag Government Services

Durham, NC • On-site

$19.25 - $26/hr

Full-time

Posted 6 days ago

Job description

Job Summary:
Koniag Government Services is seeking a Customer Service Representative to support TGS and their government customer in Baltimore, MD. The role involves providing detailed documentation of reported incidents and assisting customers with hardware and software issues in a Call Center environment.
Responsibilities:
• The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems.
• The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base.
• Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
• Customer Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as required.
• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing 'how to' assistance for specific problems.
• Accept and process virtual call inquires for hardware and software.
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level 2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Resolve all tickets only when a problem has been rectified to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Gather information and follow required diagnostic procedures.
• Responds to email in a timely manner
• Adhere to the Call Center Policy Document
• Adhere to the Standard Operating Procedures (SOP).
Qualifications:
Required:
• Applicants must be able to, with or without reasonable accommodation: lift and carry up to 50 pounds (telework carrying equipment)
• Navigate from the parking lot to the entrance and then to the designated workspace
• Work a minimum of 8 hours with a 30-minute lunch break
• Can sit or stand for a minimum of 8 hours with a 30-minute lunch break
• Great Written and Communication Skills - Must have the ability to convey information clearly and effectively
• Must live within 2 hours travel of the designated call center for which they are applying
• The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A+ certification
• Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience
• Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook
• Must be able to obtain a Public Trust clearance
Company:
Koniag Government Services is a Professional Services and Operational Management to Federal Government. Founded in 1971, the company is headquartered in Chantilly, USA, with a team of 1001-5000 employees. The company is currently Late Stage.

Apply