Senior Service Desk Analyst - Customer Support Expert

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking experienced customer service specialists to support inbound/outbound calls, emails, and web chat. You will log cases, research issues, and collaborate with teams to resolve inquiries while mentoring newer staff.

The role emphasizes attention to detail, strong communication, and the ability to adapt to changing processes in a collaborative environment.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.
• Strong written and verbal communication skills.

Responsibilities

• Supports inbound calling, email, web chat and/or mail inquiries.
• Logs and updates cases in a web-based agent desktop application.
• Researches and analyzes customer service issues to provide timely solutions.
• Mentors new and junior team members and provides QA reviews.
• Responds to escalations and manages queue to resolve calls and chats.
• Trains new customer service specialists and documents processes.

Skills

Customer focus

Communication skills

Phone etiquette

Relationship building

Attention to detail

Problem solving

Calm under pressure

Education

Associate's degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company is seeking experienced customer service specialists to support inbound/outbound calls, emails, and web chat. You will log cases, research issues, and collaborate with teams to resolve inquiries while mentoring newer staff.

The role emphasizes attention to detail, strong communication, and the ability to adapt to changing processes in a collaborative environment.