Customer Success & Tech Support Analyst

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks an intermediate customer service representative to handle inbound and outbound calls, email and web chat, and related back-office tasks from Augusta, ME.

You will log and monitor cases, research issues, and provide timely, courteous resolutions in line with SLAs, focusing on accuracy, reliability, and customer satisfaction while maintaining professional communication.

Qualifications

• Minimum 2–5 years in customer service or public relations.
• Excellent written and verbal communication skills.
• Ability to handle inbound/outbound calls, emails, and web chat.

Responsibilities

• Maintains end-to-end responsibility for customer's support needs with timely, courteous service.
• Provides monitoring support and outreach for batch processing issues and errors.
• Researches and analyzes customer service issues to provide information and solutions promptly.
• Logs cases and updates communications to record each interaction with a customer.
• Supports compliance with processing and program guidelines.

Skills

Excellent customer service skills

Effective communication

Courtesy and tact in public

Attention to detail

Verbal communication

Written communication

Problem solving

Organizational skills

Adaptability

Team collaboration

Education

High School Diploma or GED

Job description

ASM Research, An Accenture Federal Services Company, seeks an intermediate customer service representative to handle inbound and outbound calls, email and web chat, and related back-office tasks from Augusta, ME.

You will log and monitor cases, research issues, and provide timely, courteous resolutions in line with SLAs, focusing on accuracy, reliability, and customer satisfaction while maintaining professional communication.