Senior Service Desk Analyst

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

Job summary

ASM Research, an Accenture Federal Services company, seeks a Customer Support Specialist to handle inbound/outbound calls, emails, and chats, logging cases in the agent desktop and researching status.

You will mentor junior staff, review quality, and help improve processes. Some travel to local Post Offices may be required; strong focus on accuracy and customer satisfaction is essential.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.

Responsibilities

• Supports inbound calling, email, web chat and/or mail application/inquiries.
• Logs cases to record each communication with a customer in a web-based agent desktop application.
• Provides support to research status of requests and applications.
• Mentors new and junior team members and may perform quality assurance reviews.

Skills

Inbound/Outbound calls

Customer focus

Written communication

Verbal communication

Attention to detail

Problem solving

Time management

Adaptability

Education

Associate's Degree or equivalent

Job description

ASM Research, an Accenture Federal Services company, seeks a Customer Support Specialist to handle inbound/outbound calls, emails, and chats, logging cases in the agent desktop and researching status.

You will mentor junior staff, review quality, and help improve processes. Some travel to local Post Offices may be required; strong focus on accuracy and customer satisfaction is essential.