Customer Support & Technical Solutions Analyst

ASM Research, An Accenture Federal Services Company

Raleigh (NC)

On-site

USD 28,000 - 31,000

Full time

6 days ago

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Job summary

ASM Research, An Accenture Federal Services Company, is seeking an intermediate-level customer service representative to handle inbound/outbound calls, emails, and web chat, while maintaining SLA adherence and customer satisfaction. Raleigh, NC-based role with focus on timely, courteous service.

The position requires researching issues, providing information and solutions, and documenting every interaction.

Qualifications

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

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.
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.