Senior Service Desk Analyst

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a customer service professional to handle inbound and outbound calls, emails, and web chats while ensuring SLA adherence and high customer satisfaction. You will log cases, provide status updates, and escalate when needed.

The role includes training new specialists, mentoring teams, and occasionally traveling for mail retrieval. Strong communication and problem-solving skills are essential for success in this on-site position in

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 and updates to record each customer communication (phone, email, or web chat).
• Provides support to research and confirm status of requests and applications.
• Researches and analyzes customer service issues to provide information and long-term solutions promptly.
• Trains new customer service specialists, one-on-one, and mentors new and experienced specialists.
• May travel to local Post Office to retrieve mail and report travel expenses per policy.
• Support Services shall be executed in compliance with client guidelines.

Skills

Customer focused

Adaptable

Written communication

Verbal communication

Listening skills

Problem solving

Attention to detail

Organization

Stress management

Active listening

Education

Associate's Degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, is seeking a customer service professional to handle inbound and outbound calls, emails, and web chats while ensuring SLA adherence and high customer satisfaction. You will log cases, provide status updates, and escalate when needed.

The role includes training new specialists, mentoring teams, and occasionally traveling for mail retrieval. Strong communication and problem-solving skills are essential for success in this on-site position in