Customer Experience & Technical Support Analyst

ASM Research, An Accenture Federal Services Company

Springfield (IL)

On-site

USD 28,000 - 31,000

Full time

7 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

ASM Research, an Accenture Federal Services company, seeks an intermediate level customer service specialist responsible for inbound/outbound calls, email and web chat, and back-office tasks. You will maintain SLA adherence, research issues, and provide timely, courteous resolutions, documenting interactions and escalating when needed.

Minimum 2–5 years in customer service, HS diploma; strong communication, problem solving, and attention to detail are essential.

Qualifications

High School Diploma or GED.
2-5 years or related experience in Customer Service or public relations.
Excellent customer service skills.
Ability to convey enthusiasm, energy and sincerity over the phone.
Exceptional problem solving and organizational skills.

Responsibilities

Handles intermediate inbound and outbound calls, email and web chat services, and back-office tasks.
Maintains end-to-end responsibility for customer support, ensuring timely, reliable, and courteous service.
Provides monitoring support and outreach for batch processing issues and errors, edits, follow-up and resolution as needed.
Researches and analyzes customer service issues to provide information and solutions promptly.
Logs cases and updates on phone, email, or chat communications with customers.
Ensures service is executed in compliance with processing and program guidelines.