Senior Service Desk Analyst

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a seasoned Customer Service Specialist to handle inbound/outbound calls, email, and web chat while logging all interactions in our case management system. You will research and resolve complex customer issues, mentor new staff, and continuously seek process improvements.

A strong customer-focused mindset, excellent communication, and attention to detail are essential.

Qualifications

• Minimum Qualifications include an Associate's Degree or equivalent, and 5–8 years of customer service experience.
• Strong customer-focused approach and excellent written and verbal communication skills.
• Ability to mentor junior staff and provide guidance on calls, chats, and paperwork.

Responsibilities

• Supports inbound calling, email, web chat and/or mail inquiries.
• Logs and updates cases in the web-based agent desktop to track communications.
• Researches and resolves customer issues with timely information and long-term solutions.
• Provides guidance to new team members and performs quality assurance reviews.

Skills

Customer Focus

Communication Skills

Problem Solving

Attention to Detail

Mentoring/Training

Education

Associate's Degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, is seeking a seasoned Customer Service Specialist to handle inbound/outbound calls, email, and web chat while logging all interactions in our case management system. You will research and resolve complex customer issues, mentor new staff, and continuously seek process improvements.

A strong customer-focused mindset, excellent communication, and attention to detail are essential.