Senior Service Desk Analyst: Customer Support Expert

ASM Research, An Accenture Federal Services Company; Columbia (SC); On-site; USD 71,635,000 - 89,544,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a skilled Customer Support Specialist to handle inbound/outbound calls, email, and web chat, ensuring accurate case logging and SLAs. You will research issues and provide timely, long-term solutions while maintaining a positive customer experience.

Responsibilities include training new specialists, mentoring peers, and supporting workflow improvements. Some local travel to retrieve mail may be required.

Qualifications

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

Responsibilities

• Logs cases and updates customer communications in the web-based agent desktop.
• Supports inbound calling, email, web chat and/or mail inquiries.
• Researches and analyzes customer service issues to provide timely solutions.
• Trains new customer service specialists and mentors peers.
• Adapts to new processes and identifies workflow improvements.
• Maintains accurate records and adheres to SLAs.
• Occasional travel to local Post Office to retrieve mail.

Skills

Customer service

Communication

Problem solving

Attention to detail

Mentoring

Education

Associate's Degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, seeks a skilled Customer Support Specialist to handle inbound/outbound calls, email, and web chat, ensuring accurate case logging and SLAs. You will research issues and provide timely, long-term solutions while maintaining a positive customer experience.

Responsibilities include training new specialists, mentoring peers, and supporting workflow improvements. Some local travel to retrieve mail may be required.