Technical Support Analyst

ASM Research•Remote,

13d•Onsite

About The Position

Responsible for intermediate level inbound call, outbound call, email and web chat services, as well as back-office services. Applies skills and experience to show a focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). 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.

Requirements

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