Senior Service Desk Analyst

ASM Research, An Accenture Federal Services Company; Sacramento (CA); 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 web chats while ensuring high customer satisfaction and SLA adherence.

You will log interactions in a web-based agent desktop, research issues, and provide timely solutions. The role supports process improvements and may involve travel for mail retrieval 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.
• 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 mileage and travel expenses as per policy.

Skills

Customer focus

Communication skills

Calm under pressure

Attention to detail

Problem solving

Education

Associate degree or equivalent

Tools

CRM software

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Support Specialist to handle inbound/outbound calls, emails, and web chats while ensuring high customer satisfaction and SLA adherence.

You will log interactions in a web-based agent desktop, research issues, and provide timely solutions. The role supports process improvements and may involve travel for mail retrieval as needed.