Customer Support & Billing Systems Specialist

ASM Research, An Accenture Federal Services Company; Dover (DE); On-site; USD 54,000 - 58,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Support & Billing Operations Specialist to manage billing-related inquiries, perform data research, and support testing activities across non-production environments. The role emphasizes analytical thinking, accuracy, and multi-system coordination to deliver timely customer service.

Responsibilities include monitoring batch processing, researching issues, logging interactions, and ensuring compliance with program guidelines.

Qualifications

• High School Diploma or GED (minimum qualification).
• 2-5 years or related experience in Customer Service or public relations.
• Experience in customer service, billing operations, or technical support preferred.
• Strong written communication skills for email handling and documentation.
• Ability to research and interpret data across multiple systems.
• Proficiency with common office software and ticketing or CRM systems.
• Ability to work independently while contributing to a collaborative team culture.
• Excellent customer service skills; tactful and courteous with the public.

Responsibilities

• Maintains end-to-end responsibility for customer’s support needs providing timely, reliable, and courteous service.
• Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.
• Researches and analyzes customer service issues to provide information and solutions in a timely manner.
• Works with a moderate degree of supervision to deliver consistent results and effective resolutions to customers.
• Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.
• Performs analysis of COD borrower data integrity situations identified by Customer.
• Demonstrates enhanced service skills in identifying core customer issues and providing long-term solutions.
• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Support Services shall be executed in compliance with processing and program guidelines published by Customer.
• Review, process, and respond to billing related emails and service requests with accuracy and timely follow through.
• Conduct research within internal databases and systems to resolve inquiries, validate data, and provide detailed information to customers or internal teams.
• Collaborate with technical teams to support testing activities in non-production environments, including validating functionality, documenting findings, and reporting defects.
• Handle inbound customer contacts through phone, chat, and ticketing systems, ensuring high quality service and issue resolution.
• Maintain accurate records of customer interactions, case notes, and research findings.
• Identify process issues or recurring customer problems and elevate appropriately for resolution or improvement.
• Assist with special projects, operational tasks, and cross team initiatives as assigned.
• Follow documented processes and contribute to updating knowledge articles or workflow documentation.
• Experience in customer service, billing operations, or technical support preferred.
• Strong written communication skills for email handling and documentation.
• Ability to research and interpret data across multiple systems.
• Familiarity with testing environments or quality assurance tasks is a plus.
• Strong attention to detail and multitasking ability.
• Proficiency with common office software and ticketing or CRM systems.
• Ability to work independently while contributing to a collaborative team culture.

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Support & Billing Operations Specialist to manage billing-related inquiries, perform data research, and support testing activities across non-production environments. The role emphasizes analytical thinking, accuracy, and multi-system coordination to deliver timely customer service.

Responsibilities include monitoring batch processing, researching issues, logging interactions, and ensuring compliance with program guidelines.