Billing & Customer Support Systems Engineer

ASM Research, An Accenture Federal Services Company; Charleston (WV); On-site; USD 54,000 - 58,000; Full time

Job summary

ASM Research is seeking a Customer Support & Billing Operations Specialist in Charleston, WV. This role goes beyond standard call center work, handling billing-related email requests, researching data in internal databases, and supporting environment testing and cross-system workflows.

You will maintain end-to-end support for customers, monitor batch processing issues, log cases, and collaborate with technical teams to resolve inquiries while ensuring accurate documentation and high-quality

Qualifications

• High School Diploma or GED.
• 2-5 years or related experience in Customer Service or public relations.

Responsibilities

• Maintains end-to-end responsibility for customer’s support needs providing timely, reliable, and courteous service.
• Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.
• Researches and analyzes customer service issues to provide information and solutions in a timely manner.
• Works with a moderate degree of supervision to deliver consistent results and effective resolutions to customers.
• Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.
• Performs analysis of COD borrower data integrity situations identified by Customer.
• Demonstrates enhanced service skills in identifying core customer issues and providing long-term solutions.
• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Support Services shall be executed in compliance with processing and program guidelines published by Customer.
• Review, process, and respond to billing related emails and service requests with accuracy and timely follow through.
• Conduct research within internal databases and systems to resolve inquiries, validate data, and provide detailed information to customers or internal teams.
• Collaborate with technical teams to support testing activities in non-production environments, including validating functionality, documenting findings, and reporting defects.
• Handle inbound customer contacts through phone, chat, and ticketing systems, ensuring high quality service and issue resolution.
• Maintain accurate records of customer interactions, case notes, and research findings.
• Identify process issues or recurring customer problems and escalated appropriately for resolution or improvement.
• Assist with special projects, operational tasks, and cross team initiatives as assigned.
• Follow documented processes and contribute to updating knowledge articles or workflow documentation.
• Experience in customer service, billing operations, or technical support preferred.
• Strong written communication skills for email handling and documentation.
• Ability to research and interpret data across multiple systems.
• Familiarity with testing environments or quality assurance tasks is a plus.
• Strong attention to detail and multitasking ability.
• Proficiency with common office software and ticketing or CRM systems.
• Ability to work independently while contributing to a collaborative team culture.

Skills

Customer service

Written communication

Attention to detail

Multitasking

Independent work

Team collaboration

Education

High School Diploma or GED

Tools

CRM systems

Ticketing systems

Office software

Job description

ASM Research is seeking a Customer Support & Billing Operations Specialist in Charleston, WV. This role goes beyond standard call center work, handling billing-related email requests, researching data in internal databases, and supporting environment testing and cross-system workflows.

You will maintain end-to-end support for customers, monitor batch processing issues, log cases, and collaborate with technical teams to resolve inquiries while ensuring accurate documentation and high-quality