Senior Service Desk Analyst: Customer Support Specialist

ASM Research, An Accenture Federal Services Company; Augusta (ME); On-site; USD 34,000 - 41,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking experienced customer service professionals to handle inbound/outbound calls, emails, and web chat. The role focuses on customer satisfaction, logs all interactions, and researches issues to provide timely, long-term solutions.

The position requires 5–8 years of customer service experience, an Associate's degree or equivalent, and strong communication skills.

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.
• Ability to mentor and train new staff.

Responsibilities

• Supports inbound calling, email, web chat and/or mail inquiries.
• Logs cases and updates to record each communication with the customer.
• Researches and analyzes customer service issues to provide solutions.
• Train new customer service specialists and mentor staff.
• Respond to returned cases and assist internal escalation.
• Review queue and ensure calls/chats are resolved.
• Adhere to client processing guidelines and quality standards.

Skills

Customer service

Written communication

Verbal communication

Active listening

Problem solving

Attention to detail

Mentoring

Adaptability

Workflow improvement

Team collaboration

Education

Associate's degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, is seeking experienced customer service professionals to handle inbound/outbound calls, emails, and web chat. The role focuses on customer satisfaction, logs all interactions, and researches issues to provide timely, long-term solutions.

The position requires 5–8 years of customer service experience, an Associate's degree or equivalent, and strong communication skills.