Customer Support & Technical Solutions Analyst

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking a customer service professional to handle intermediate inbound and outbound calls, emails, and web chat, while delivering back-office support. The role emphasizes customer satisfaction and adherence to SLAs within a structured environment.

The ideal candidate will have 2–5 years of related experience and a proven ability to resolve issues, document interactions, and improve processes, with a focus on accuracy and courtesy in every

Qualifications

• High School Diploma or GED.
• 2-5 years or related experience in Customer Service or public relations.

Responsibilities

• Handle inbound/outbound calls, email and web chat with focus on customer satisfaction and SLAs.
• Maintain end-to-end responsibility for customer support with timely, courteous service.
• Provide monitoring and outreach for batch processing issues and errors, and follow-up as requested.
• Research and analyze customer service issues to provide timely information and solutions.
• Log cases and update interactions to document each phone, email or web chat communication.
• Assist with COD processing status research for data elements such as promissory notes and borrower information.
• Identify core issues and provide long-term solutions; seek workflow improvements and adapt to new processes.
• Comply with processing and program guidelines published by the customer.

Skills

Excellent customer service skills

Clear communication

Written and verbal communication

Attention to detail

Problem solving

Organizational skills

Tact and courtesy

Adaptability

Interpersonal skills

Education

High School Diploma or GED

Job description

ASM Research, An Accenture Federal Services Company is seeking a customer service professional to handle intermediate inbound and outbound calls, emails, and web chat, while delivering back-office support. The role emphasizes customer satisfaction and adherence to SLAs within a structured environment.

The ideal candidate will have 2–5 years of related experience and a proven ability to resolve issues, document interactions, and improve processes, with a focus on accuracy and courtesy in every