Senior Service Desk Analyst - Customer Support & Quality

asmexternalcareersite; United States; Remote; USD 52,000 - 72,000; Full time

Job summary

asmexternalcareersite is seeking an experienced Customer Support Specialist to handle inbound/outbound calls, emails, and web chat, ensuring adherence to SLAs and customer satisfaction. You will log cases, research status, and provide solutions; mentor junior team members and participate in QA reviews.

Occasional travel to the local Post Office may be required; strong written and verbal communication are essential.

Qualifications

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

Responsibilities

• Log cases and update status in a web-based agent desktop.
• Research and resolve customer requests and provide status updates.
• Train new customer service specialists and mentor staff.
• Respond to escalations and manage queue for calls and chats.
• Adhere to client guidelines and service levels; identify workflow improvements.

Skills

Customer focus

Written communication

Verbal communication

Phone etiquette

Problem solving

Attention to detail

Adaptability

Team mentoring

Time management

Stress management

Education

Associate's degree

Job description

asmexternalcareersite is seeking an experienced Customer Support Specialist to handle inbound/outbound calls, emails, and web chat, ensuring adherence to SLAs and customer satisfaction. You will log cases, research status, and provide solutions; mentor junior team members and participate in QA reviews.

Occasional travel to the local Post Office may be required; strong written and verbal communication are essential.