Senior Service Desk Analyst

ASM Research, An Accenture Federal Services Company; Raleigh (NC); On-site; USD 25,000 - 39,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a customer service professional to support inbound/outbound calls, email, and web chat while meeting SLAs. You will log cases, research status, and provide answers to inquiries in a timely manner.

You will also mentor junior staff, look for workflow improvements, and participate in process enhancements in a fast-paced environment, with occasional travel to local Post Office as needed.

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, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Provides support to customer to research and confirm status of requests and applications.
• Researches and analyzes customer service issues to provide information and advanced long-term solutions in a timely manner.
• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.
• Takes initiative to suggest improvements and show ability to define possible solutions.
• Identifies key issues and patterns in solving problems and demonstrates ability to apply experience and knowledge of the issues and industry to resolve moderately complex problems.
• Responds to returned cases and/or specialized requests from client.
• Acts as the first line of response for internal escalation for calls and chats from Specialists.
• Responsible for reviewing the queue for calls and chats to be resolved.
• Train new customer service specialists, one-on-one, and mentor new and experienced specialists.

Job description

ASM Research, An Accenture Federal Services Company, seeks a customer service professional to support inbound/outbound calls, email, and web chat while meeting SLAs. You will log cases, research status, and provide answers to inquiries in a timely manner.

You will also mentor junior staff, look for workflow improvements, and participate in process enhancements in a fast-paced environment, with occasional travel to local Post Office as needed.