Customer Experience & Technical Support Analyst

ASM Research, An Accenture Federal Services Company; Carson City (NV); On-site; USD 28,000 - 30,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, is seeking an intermediate customer service specialist to support government clients through inbound/outbound calls, emails and web chats while delivering courteous, timely service and maintaining SLA commitments.

You will monitor batch processing issues, research complex inquiries, and log every customer interaction. The role emphasizes continuous improvement and adherence to program guidelines.

Qualifications

• High school diploma or GED required.
• 2–5 years of experience in Customer Service or public relations.

Responsibilities

• Handle intermediate inbound/outbound calls, emails and web chat with a focus on customer satisfaction.
• Maintain end-to-end responsibility for customer support needs.
• Provide monitoring support and outreach for batch processing issues and errors, and follow up as requested.
• Research and analyze customer service issues to provide timely information and solutions.
• Log cases or update existing cases for every interaction with a customer.
• Adhere to processing and program guidelines published by the customer.

Skills

Customer service

Verbal communication

Written communication

Attention to detail

Problem solving

Multitasking

Relationship building

Process improvement

Adaptability

Phone etiquette

Education

High school diploma or GED

Job description

ASM Research, an Accenture Federal Services company, is seeking an intermediate customer service specialist to support government clients through inbound/outbound calls, emails and web chats while delivering courteous, timely service and maintaining SLA commitments.

You will monitor batch processing issues, research complex inquiries, and log every customer interaction. The role emphasizes continuous improvement and adherence to program guidelines.