ASM Research

Provide first-level technical support for Protective DNS issues, manage tickets, and escalate complex problems. | High school diploma with 1-3 years technical support experience and knowledge of network security and DNS protocols. | Tier I Service Desk Agents serve as the initial point of contact for customers seeking technical support or information pertaining to Protective DNS via the Service Desk. This role focuses on delivering exceptional customer service by addressing basic technical issues and service requests and ensuring any assigned issues are properly logged, tracked, and resolved efficiently within SLA guidelines. * Provide first-line support for customers and end-users of the Protective DNS security service. * Respond to incoming support requests via phone, email and ServiceNow messages. * Troubleshoot and resolve common issues related to Protective DNS configuration, connectivity, and functionality. * Escalate complex or unresolved issues to higher-level support staff as needed.   * Actively monitor for updates to new and preexisting tickets assigned to the agent in ServiceNow. * Assist in regularly reviewing and utilizing technical documentation for Protective DNS features, capabilities, and troubleshooting procedures in order to build and maintain a comprehensive knowledgebase for use in streamlining future ticket resolution.   * Monitor Protective DNS system health and alerts via ticket intake, and coordinate with operations teams as necessary in the event of a service disruption.   * Contribute to the continuous improvement of support processes and documentation. Minimum Qualifications * HS Diploma * 1-3 years of experience in a technical support or similar service desk role. Other Job Specific Skills * Strong working knowledge of network security technologies and concepts. * Familiarity with concepts regarding DNS protocols, web filtering, and cloud-based security services.   * Excellent communication and customer service skills.   * Ability to effectively document support interactions and track issues to resolution.   * Experience using ticketing and/or remote support tools.  * Willingness to learn new technologies and expand technical expertise.   * Flexible and adaptable to changing priorities and requirements.   Preferred Qualifications * Prior experience supporting similar cloud-based security solutions.  * Certifications in applicable network administration, security, or technical support categories.   * Familiarity with IT service management frameworks (e.g., ITIL) as well as ticketing systems such as ServiceNow.   Qualifications 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.

Manage communications to verify insurance data, analyze cases, provide guidance, and escalate issues. | Bachelor's degree or 4 years experience, customer service and data analysis background, US citizenship, MS Office proficiency. | The ER&R Support Analyst will be a member of the fully remote team, responsible for inbound and outbound communications with issuers related to verification of Marketplace insurance data.  The ER&R Support 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.   Key Responsibilities: * 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   Required 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  Candidates that do not meet the required qualifications will not be considered.   Preferred qualifications:   * 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   Qualifications 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.

Provide routine customer support via multiple channels and handle back-office service functions including transaction processing and issue research. | Requires high school diploma or GED with 0 to 2 years customer service experience and strong communication skills. | The Customer Service Specialist I provides routine customer support across inbound calls, outbound calls, email, web chat, and back-office service functions. This role supports customer satisfaction and service level agreement adherence by completing daily operational tasks, assisting with transaction processing, researching customer issues, documenting interactions, and helping resolve processing errors in accordance with established program guidelines.   Key Responsibilities * Provide routine inbound call, outbound call, email, and web chat support to customers while delivering courteous, accurate, and timely service. * Perform back-office support activities to assist Customer Service operations and program requirements. * Support customers in submitting and processing origination and disbursement transactions, or create and submit transactions on behalf of the customer when required. * Assist customers with award origination and disbursement processing and help identify and resolve related processing issues. * Conduct customer outreach to support resolution of batch edits, processing errors, missing documents, missing signature pages, and data correction issues. * Provide monitoring support and follow-up for batch processing issues, edit code rejects, and requested issue resolution activities. * Log new cases and update existing cases to document each customer interaction conducted by phone, email, or web chat in the web-based agent desktop application. * Perform the required manual process to link each phone communication to the appropriate open case. * Perform manual linking and unlinking of award records and promissory notes or agreements to serve notes. * Analyze COD borrower data integrity issues identified by the customer and support issue resolution activities. * Research and confirm COD processing status for items such as promissory notes, batch status, entrance counseling, exit counseling, borrower information, grant recipient information, and borrower-servicer data. * Execute all support services in compliance with customer processing requirements, published program guidelines, quality expectations, and service level agreements. Required Qualifications * High school diploma or GED. * 0 to 2 years of call center experience. * 0 to 2 years of customer service, public relations, or related support experience. * Ability to obtain and maintain a security clearance. * Ability to adapt and perform successfully during periods of high call volume. * Ability to provide effective customer service and interact tactfully and courteously with the public. * Strong written and verbal communication skills. * Strong listening skills with the ability to interpret and clarify customer-provided information. * Strong commitment to providing quality service and resolving customer concerns. * Ability to build and maintain positive working relationships and rapport with customers. * Strong attention to detail and accuracy. * Ability to work effectively under pressure. * Ability to convey enthusiasm, energy, and sincerity over the phone. Preferred Qualifications * Experience supporting customers in a call center, contact center, help desk, or service operations environment. * Familiarity with case logging, case updates, and web-based customer service applications. * Experience supporting transaction processing, issue follow-up, or customer outreach activities. * Exposure to batch processing support, data correction activities, or status research in a structured program environment. * Experience working in an SLA-driven customer support setting. * Associate degree or additional training in customer service, communications, business support, or a related field. Job Specific Skills * Customer service support * Call center operations * Case logging and documentation * Transaction processing support * Batch processing issue follow-up * Customer outreach * Data integrity review * Status research and issue resolution * SLA adherence * Written and verbal communication Qualifications 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.

Lead day-to-day delivery operations ensuring timely, budget-compliant service execution across multiple workstreams. | Bachelor's degree, 8+ years managing complex IT or operations programs, PMP/PgMP certification, and ability to obtain federal security clearances. | Position Overview The Operations Manager – DDLC Support leads day-to-day delivery operations for DDLC task areas, ensuring consistent, high-quality execution across multiple workstreams and locations in alignment with client requirements and contract objectives. This role plans, directs, and coordinates operational activities, manages scope, schedule, cost, quality, and risks, and partners closely with IT, logistics, security, and other stakeholders to optimize processes and drive continuous improvement. The manager oversees a dispersed workforce and subcontractors, manages frequent procurement of materials and equipment, and ensures adherence to corporate policies, Federal contracting standards, and performance metrics across all assigned DDLC efforts.   Key Responsibilities * Lead day-to-day operations for DDLC task areas, ensuring services are delivered on time, within budget, and in accordance with contract, quality, and performance standards across multiple places of performance. * Plan, direct, and coordinate project and program activities, including work planning, staffing, task assignments, and resource allocation to meet operational goals and Service Level Agreements (SLAs). * Oversee cost, schedule, and performance baselines for assigned DDLC work, including budget management, forecasting, reporting, and variance analysis to leadership and the client. * Coordinate closely with IT, logistics, security, facilities, and other enabling teams to ensure infrastructure, tools, and support services are in place for seamless operations and continuous service improvement. * Manage subcontractor performance, including onboarding, scope definition, deliverable tracking, quality oversight, and issue escalation and resolution as needed. * Implement and champion standardized operational processes, documentation, and metrics that align with CMMI Level 3, Agile best practices, and the company’s delivery operations and service management frameworks. * Monitor operational risks and issues, lead root-cause analysis and corrective actions, and maintain risk, issue, and action logs for leadership and client visibility. * Develop, maintain, and present operational reports and dashboards such as volume, throughput, SLA attainment, quality, and workforce utilization to internal leadership and external stakeholders. * Provide people leadership to a dispersed team, including performance management, coaching, workforce planning, and fostering a culture of accountability, customer focus, and continuous improvement. * Ensure compliance with corporate policies, information security requirements, and client-specific governance, including support for audits, inspections, and reviews. Required Qualifications * Bachelor’s degree in Business, Information Technology, Operations Management, or a related field, or equivalent relevant experience. * At least 8 years of recent, relevant experience planning, directing, coordinating, and managing IT or operations projects/programs of similar scope and complexity, including multi-site or worldwide delivery with a dispersed workforce. * Demonstrated experience managing cost, schedule, and performance for Federal government contracts or large enterprise programs, including budgeting, forecasting, and reporting responsibilities. * Proven experience managing subcontractors and vendor relationships, including contract compliance, delivery oversight, and issue resolution. * Active Project Management Institute certification as either a Project Management Professional (PMP) or Program Management Professional (PgMP). * Strong leadership, communication, and stakeholder management skills, with the ability to coordinate across IT, logistics, security, and other functional areas to achieve operational outcomes. * Ability to obtain and maintain any client-required background investigation or suitability determination for work in a Federal IT environment, and to work in a U.S.-only staffing context, including U.S. citizenship when specified by contract. Preferred Qualifications * Experience leading operations in an enterprise or Federal environment that uses CMMI Level 3 processes and Agile/DevOps practices for IT and service delivery. * Prior experience managing programs that include call center, telephony, cloud/IT infrastructure sustainment, cyber security, and/or software application sustainment workstreams. * Familiarity with ITIL-aligned service management, workforce management, and performance measurement practices such as SLAs, KPIs, and OLAs within managed services or delivery operations. * Experience working within or alongside large Federal contractors or shared-services delivery centers, including coordination across multiple contracts, tasks, and stakeholders. * Advanced skills in developing and presenting operational metrics and executive-level briefings, including the use of standardized reports and dashboards to communicate performance, risks, and improvement initiatives. Qualifications 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.