Senior Service Desk Analyst — Customer Support Excellence

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

Job summary

ASM Research, a part of Accenture Federal Services, is seeking a dedicated customer service specialist in Charleston, WV. You will handle inbound/outbound calls, emails, and web chats, documenting every interaction in our case system while ensuring timely, accurate responses and client SLA compliance.

We value strong communication, attention to detail, and the ability to mentor junior specialists. You may travel occasionally for mail retrieval and must maintain quality service under pressure.

Qualifications

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

Responsibilities

• Log cases via web-based agent desktop, updating status as needed.
• Provide inbound/outbound calls, email, or web chat support.
• Research and analyze customer issues to deliver timely, long-term solutions.
• Mentor and train new customer service specialists as needed.
• Ensure adherence to client SLAs and quality standards.

Skills

Strong customer focus

Excellent communication

Active listening

Calm under pressure

Detail oriented

Problem solving

Time management

Adaptable to high call volume

Education

Associate's Degree or equivalent

Job description

ASM Research, a part of Accenture Federal Services, is seeking a dedicated customer service specialist in Charleston, WV. You will handle inbound/outbound calls, emails, and web chats, documenting every interaction in our case system while ensuring timely, accurate responses and client SLA compliance.

We value strong communication, attention to detail, and the ability to mentor junior specialists. You may travel occasionally for mail retrieval and must maintain quality service under pressure.