Senior Service Desk Analyst & Mentor

ASM Research, An Accenture Federal Services Company; Concord (NH); On-site; USD 25,000 - 36,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, seeks a customer support specialist to handle inbound/outbound calls, emails, and chats. You will log interactions, research requests, and resolve moderately complex issues while maintaining high customer satisfaction.

The role includes mentoring new staff and ensuring adherence to client guidelines. Minimum qualifications include an associate degree or equivalent experience and 5–8 years in customer service.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.
• Strong communication skills and ability to handle multiple channels.

Responsibilities

• Log cases and update existing cases across phone, email, and web chat.
• Provide research to confirm status of requests and applications.
• Identify issues and patterns to resolve moderately complex problems.
• Train new customer service specialists and mentor staff.
• Review queue of calls and chats to ensure resolution.
• Adhere to client processing and program guidelines.

Skills

Strong customer focus

Responsive and adaptable

Excellent written and verbal comms

Enthusiasm and sincerity on phone

Relationship building with customers

Attention to detail

Problem solving

Calm under pressure

Education

Associate's Degree preferred

Equivalent relevant experience

Job description

ASM Research, an Accenture Federal Services company, seeks a customer support specialist to handle inbound/outbound calls, emails, and chats. You will log interactions, research requests, and resolve moderately complex issues while maintaining high customer satisfaction.

The role includes mentoring new staff and ensuring adherence to client guidelines. Minimum qualifications include an associate degree or equivalent experience and 5–8 years in customer service.