Multi-Channel Service Desk Specialist

ASM Research, An Accenture Federal Services Company; Richmond (VA); On-site; USD 28,000 - 40,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, is seeking a Customer Support Specialist to handle inbound/outbound calls, emails, and web chats, ensuring rapid case logging and resolution. You will research issues, provide effective answers, and help improve workflows.

You will mentor new staff and support quality assurance across channels. Minimum qualifications include an Associate’s degree or equivalent experience and 5–8 years in customer service or related fields.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.
• Experience in training new staff and mentoring teammates.

Responsibilities

• Supports inbound calling, email, web chat and/or mail inquiries.
• Logs and updates cases in the web-based agent desktop application.
• Researches and analyzes customer service issues to provide timely solutions.
• Mentors new and experienced specialists and conducts QA reviews.

Skills

Customer focus

Communication skills

Problem solving

Attention to detail

Calm under pressure

Mentoring

Team collaboration

Education

Associate's Degree or equivalent experience

Tools

CRM systems

Job description

ASM Research, an Accenture Federal Services company, is seeking a Customer Support Specialist to handle inbound/outbound calls, emails, and web chats, ensuring rapid case logging and resolution. You will research issues, provide effective answers, and help improve workflows.

You will mentor new staff and support quality assurance across channels. Minimum qualifications include an Associate’s degree or equivalent experience and 5–8 years in customer service or related fields.