Customer Support & Technical Solutions Analyst

ASM Research, An Accenture Federal Services Company

Columbia (SC)

On-site

USD 28,000 - 30,000

Full time

6 days ago

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Job summary

ASM Research, An Accenture Federal Services Company, seeks an intermediate customer service professional to handle inbound/outbound calls, emails, and web chat with a strong focus on satisfaction and SLA adherence. You will manage end-to-end customer support, document interactions, and monitor batch processing issues.

Responsibilities include researching issues, providing timely solutions, and seeking workflow improvements under supervision to ensure high-quality service and compliance with

Qualifications

High School Diploma or GED.
2-5 years of related experience in Customer Service or public relations.
Excellent customer service skills.

Responsibilities

Handle intermediate inbound/outbound calls, emails and web chat with focus on customer satisfaction.
Maintain end-to-end responsibility for customers' support needs and ensure timely service.
Provide monitoring and outreach for batch processing issues and errors.
Research and analyze customer service issues to provide timely solutions.
Document each interaction in the case management system.
Adhere to processing and program guidelines and maintain SLA compliance.
Seek opportunities to improve workflows and increase efficiencies.

Skills

Excellent customer service skills

Communication skills

Problem solving

Attention to detail

Interpersonal skills

Adaptability

Education

High School Diploma or GED

Job description

Responsibilities include researching issues, providing timely solutions, and seeking workflow improvements under supervision to ensure high-quality service and compliance with

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