Senior Service Desk Analyst & Mentor

ASM Research, An Accenture Federal Services Company; Santa Fe (NM); On-site; USD 71,635,000 - 85,962,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, is seeking a customer support specialist to handle inbound/outbound calls, emails, and web chats, ensuring high customer satisfaction and adherence to SLAs. You will log interactions, assist with status checks, and mentor junior staff.

The role emphasizes error-free communication, quick issue resolution, and the ability to adapt to new processes while maintaining quality service. Travel to local post offices may be required occasionally.

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 application/inquiries.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Provides support to customer to research and confirm status of requests and applications.
• Researches and analyzes customer service issues to provide information and advanced long-term solutions in a timely manner.
• Train new customer service specialists, one-on-one, and mentor new and experienced specialists.
• May be responsible for occasional travel to local Post Office to retrieve mail.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Adaptability

Team mentorship

Education

Assoc Degree preferred

Job description

ASM Research, an Accenture Federal Services Company, is seeking a customer support specialist to handle inbound/outbound calls, emails, and web chats, ensuring high customer satisfaction and adherence to SLAs. You will log interactions, assist with status checks, and mentor junior staff.

The role emphasizes error-free communication, quick issue resolution, and the ability to adapt to new processes while maintaining quality service. Travel to local post offices may be required occasionally.