Customer Service & Technical Support Specialist

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

Job summary

ASM Research in the United States is seeking a customer service specialist responsible for intermediate inbound and outbound calls, emails and web chats, plus back-office support, dedicated to customer satisfaction and SLAs.

The role handles end-to-end customer support, monitors batch issues, researches problems, logs cases, and ensures timely, courteous resolutions while adapting to new processes and maintaining high attention to detail.

Qualifications

• High School Diploma or GED.
• 2-5 years or related experience in Customer Service or public relations.
• Excellent customer service skills.
• Ability to provide effective customer service and 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 a good working relationship and rapport with customers.
• Ability to adapt to new processes or procedures.
• Ability to interact effectively with others
• Excellent written and verbal communication skills.

Responsibilities

• Handles intermediate inbound/outbound calls, emails and web chat; provides back-office support with a strong focus on customer satisfaction and adherence to SLAs.
• Maintains end-to-end responsibility for customer support needs, delivering timely, reliable, and courteous service.
• Provides monitoring support and outreach for batch processing issues and errors, edits, and follow-ups.
• Researches and analyzes customer service issues to provide information and solutions promptly.
• Logs cases and updates communications for each phone, email or web chat interaction.
• Supports services in compliance with customer processing and program guidelines.

Skills

Customer service

People skills

Quality focus

Attention to detail

Phone etiquette

Problem solving

Relationship building

Adaptability

Interpersonal skills

Written communication

Verbal communication

Education

High school diploma or GED

Job description

ASM Research in the United States is seeking a customer service specialist responsible for intermediate inbound and outbound calls, emails and web chats, plus back-office support, dedicated to customer satisfaction and SLAs.

The role handles end-to-end customer support, monitors batch issues, researches problems, logs cases, and ensures timely, courteous resolutions while adapting to new processes and maintaining high attention to detail.