Customer Service Specialist II/Technical Support Analyst

Position Overview

The Technical Support Analyst provides intermediate-level customer support for IDR Gateway sign-up, sign-in, organization setup, organization association, and user management activities, while also supporting related research, analysis, and operational tasks. This role maintains end-to-end ownership of customer support needs across phone, email, web chat, and back-office channels, ensuring timely resolution, adherence to service level agreements, and a consistently high-quality customer experience.

Key Responsibilities

• Provide intermediate-level inbound call, outbound call and email, support for customer inquiries related to IDR Gateway access, organization setup, association requests, and user management.

• Maintain end-to-end responsibility for customer support needs by delivering timely, reliable, accurate, and courteous service across all assigned channels.

• Research and analyze customer service issues to identify root causes, provide accurate information, and deliver effective resolutions in a timely manner.

• Provide monitoring support and customer outreach for issue follow-up, and requested resolution activities.

• Demonstrate advanced service skills by identifying underlying customer issues and recommending long-term solutions when appropriate.

• Log new cases and update existing cases to document each phone and email, interaction with customers in accordance with established procedures.

• Support back-office service activities required to complete research, issue tracking, and case follow-up.

• Identify workflow improvement opportunities and adapt effectively to revised processes, procedures, and operational requirements.

• Execute all support services in compliance with customer processing rules, published program guidelines, quality expectations, and service level agreements.

• Work with moderate supervision while consistently delivering dependable support and effective customer outcomes.

Required Qualifications

• High school diploma or GED.

• Minimum of 3 years of experience in customer service, public relations, or a related support environment.

• Demonstrated experience providing customer support in phone, email, chat, or back-office service channels.

• Excellent customer service skills and a strong commitment to providing quality service.

• Ability to provide effective customer service and interact tactfully and courteously with the public.

• Strong written and verbal communication skills.

• Exceptional problem-solving and organizational skills.

• Strong attention to detail and accuracy in documentation, case handling, and issue resolution.

• Ability to build and maintain positive working relationships and rapport with customers and colleagues.

• Ability to adapt to new processes, procedures, and operational changes.

• Ability to interact effectively with others in a team-based service environment.

• Ability to convey enthusiasm, professionalism, energy, and sincerity over the phone.

• U.S. citizenship required.

• Ability to obtain and maintain a Public Trust clearance.

Preferred Qualifications

• Experience supporting regulated programs, transaction-based processing, or case-driven service environments.

• Familiarity with IDR Gateway-related support activities, user account support, and organization association workflows.

• Experience researching processing status, data integrity issues, and customer-reported discrepancies.

• Experience working in a metrics-driven environment with service level agreement accountability.

• Knowledge of case management systems, customer interaction logging, and issue tracking processes.

• Experience identifying workflow improvement opportunities and contributing to operational efficiencies.

• Associate degree or additional training in customer service, business operations, or a related field.

Job Specific Skills

• IDR Gateway customer support

• Intermediate customer issue resolution

• Multi-channel service delivery

• Case management and documentation

• Research and analysis

• Data integrity review

• SLA adherence

• Workflow improvement

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$22.28/hr

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.