Customer Service & Technical Support Analyst

ASM Research, An Accenture Federal Services Company; Washington (District of Columbia); On-site; USD 28,000 - 30,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks an intermediate level agent to handle inbound and outbound calls, email and web chat, delivering timely, courteous service and meeting established SLAs for government clients. This role focuses on customer satisfaction and processing accuracy in a fast-paced environment.

You will research issues, monitor batch processing, log cases, and provide effective solutions.

Qualifications

• High School Diploma or GED is required.
• 2–5 years of related experience in customer service or public relations.
• Excellent customer service and clear communication are essential.
• Ability to handle inquiries via phone, email, and chat with courtesy.

Responsibilities

• Handle inbound and outbound calls, emails, and web chat to assist customers.
• Maintain end-to-end responsibility for customer support needs.
• Monitor batch processing issues and follow up on errors.
• Research and analyze customer issues to provide timely solutions.
• Log cases and document communications with customers.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Tactful communication

Multitasking

Education

High School Diploma or GED

Job description

ASM Research, An Accenture Federal Services Company, seeks an intermediate level agent to handle inbound and outbound calls, email and web chat, delivering timely, courteous service and meeting established SLAs for government clients. This role focuses on customer satisfaction and processing accuracy in a fast-paced environment.

You will research issues, monitor batch processing, log cases, and provide effective solutions.