Technical Support & Customer Care Specialist

Socket.dev; United States; Remote; USD 36,000 - 52,000; Full time

Job summary

ASM Research is seeking an intermediate-level customer support specialist to handle inbound/outbound calls, email, and web chat, while upholding SLAs and delivering courteous service.

You will log cases, monitor batch processing issues, research problems, and provide solutions with minimal supervision. The role emphasizes accuracy, strong communication, and the ability to adapt to new processes and uphold quality service.

Qualifications

• Excellent customer service skills.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong commitment to providing quality service.
• Strong attention to detail and accuracy.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Exceptional problem solving and organizational skills.
• Ability to foster a good working relationship and rapport with customers.
• Ability to adapt to new processes or procedures.
• Ability to interact effectively with others
• 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.
• 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

Customer service

Multichannel support

Communication

Detail orientation

Problem solving

Education

High School Diploma or GED

Job description

ASM Research is seeking an intermediate-level customer support specialist to handle inbound/outbound calls, email, and web chat, while upholding SLAs and delivering courteous service.

You will log cases, monitor batch processing issues, research problems, and provide solutions with minimal supervision. The role emphasizes accuracy, strong communication, and the ability to adapt to new processes and uphold quality service.