The ER&R Support Center Analyst will need to process requests from stakeholders, determine the needed information, and articulate a response through both phone and email communications. Support Analysts will respond to inbound calls and emails and complete outreach as necessary. The Support Analyst must maintain a high level of accuracy, attention to detail, and professionalism in all communications with internal team members and issuers. Organization and prioritization skills are extremely important in this position. The Support Analyst must be able to identify situations that require escalation. Most of a Support Analyst’s work consists of customer service, email communication, phone communication, and working within spreadsheets and a CRM application.Job Description
Analyze incoming cases to determine and relay applicable guidance to issuers
Provide exemplary customer service through phone and email
Answer inbound phone calls
Validate issuer requests and articulate any deficiencies back to the issuer to ensure all necessary information is gathered
Understand and follow escalation criteria to forward issues where the requests are not resolved promptly
Build and maintain positive working relationships with issuer points of contact
Manage and prioritize high caseloads during surge periods
Collaborate with Support Center colleagues and leadership to develop and improve processes
Assist with special projects as needed
Minimum Qualifications
Bachelor’s Degree or equivalent OR 4 years’ relevant experience in lieu of degree.
Experience in customer service.
Experience analyzing data or working on a helpdesk.
Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.
Candidates that do not meet the minimum qualifications will not be considered.
Other Job Specific Skills
Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook
Prior experience in scheduling and facilitating meetings
Able to perform in a fast-paced, deadline-driven environment
Good written and oral communication skills
Able to work some evenings or overtime as required
Compensation RangesCompensation 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 RequirementsIt 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 RequirementsThe 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.DisclaimerThe 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.$19.13- $21.50EEO RequirementsIt 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.
