Customer Experience & Technical Support Analyst

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks an intermediate-level customer service specialist to handle inbound and outbound calls, emails, and web chats. You will ensure timely, courteous service while meeting SLAs and assisting with batch processing issues.

Responsibilities include researching issues, logging cases, and providing long-term solutions to customers, with a focus on accuracy and quality service.

Qualifications

• Excellent customer service skills.
• Ability to deal tactfully and courteously with the public.
• Strong commitment to providing quality service.
• Strong attention to detail and accuracy.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Exceptional problem solving and organizational skills.
• Ability to foster good working relationships with customers.

Responsibilities

• Handle intermediate inbound and outbound calls, emails, and web chats for customer support.
• Maintain end-to-end responsibility for customer satisfaction and SLAs.
• Provide monitoring support and outreach for batch processing issues and errors.
• Research and analyze customer service issues to provide timely solutions.
• Log cases and update communications with customers.
• Support COD processing status inquiries and data integrity checks.

Skills

Customer service

Communication

Attention to detail

Problem solving

Organizational skills

Verbal communication

Education

High School Diploma or GED

Job description

ASM Research, An Accenture Federal Services Company, seeks an intermediate-level customer service specialist to handle inbound and outbound calls, emails, and web chats. You will ensure timely, courteous service while meeting SLAs and assisting with batch processing issues.

Responsibilities include researching issues, logging cases, and providing long-term solutions to customers, with a focus on accuracy and quality service.