Customer Support & Tech Solutions Analyst

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a customer service representative to handle intermediate inbound and outbound calls, email and web chat. You will provide timely, courteous assistance while meeting SLAs and documenting interactions in case systems.

The role emphasizes attention to detail, problem solving, and ability to adapt to new processes, ensuring accurate COD processing status and follow-up with customers as needed.

Qualifications

• 2-5 years of related experience in customer service or public relations.
• Excellent customer service skills.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.

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.
• 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.
• 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.
• Performs analysis of COD borrower data integrity situations identified by Customer.

Skills

Customer service

Written communication

Verbal communication

Attention to detail

Problem solving

Education

High School Diploma or GED

Job description

ASM Research, An Accenture Federal Services Company, seeks a customer service representative to handle intermediate inbound and outbound calls, email and web chat. You will provide timely, courteous assistance while meeting SLAs and documenting interactions in case systems.

The role emphasizes attention to detail, problem solving, and ability to adapt to new processes, ensuring accurate COD processing status and follow-up with customers as needed.