Customer Support & Technical Solutions Analyst

ASM Research, An Accenture Federal Services Company; Little Rock (AR); On-site; USD 28,000 - 31,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking candidates for a customer service role in Little Rock, AR. This position handles intermediate inbound and outbound calls, email, and web chat, ensuring timely, courteous responses aligned with client SLAs.

Responsibilities include monitoring batch processing issues, researching customer service questions, and providing long-term solutions. Candidates should have 2–5 years in customer service, strong communication, and meticulous

Qualifications

• High School Diploma or GED.
• 2–5 years or related experience in Customer Service or public relations.
• Excellent customer service skills.
• Ability to convey enthusiasm and politely handle the public.
• 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 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.

Skills

Call handling

Customer service

Communication

Detail oriented

Public relations basics

Education

High School Diploma or GED

Job description

ASM Research, An Accenture Federal Services Company, is seeking candidates for a customer service role in Little Rock, AR. This position handles intermediate inbound and outbound calls, email, and web chat, ensuring timely, courteous responses aligned with client SLAs.

Responsibilities include monitoring batch processing issues, researching customer service questions, and providing long-term solutions. Candidates should have 2–5 years in customer service, strong communication, and meticulous