Senior Service Desk Analyst — Multi-Channel Support

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a seasoned Customer Support Specialist to support inbound/outbound calls, email, and web chat. You will log cases, research issues, and collaborate with teammates to improve processes while maintaining SLA adherence.

The role requires 5-8 years in customer service (or related PR), an Associate's degree (or equivalent), and strong communication, problem-solving, and attention to detail in a fast-paced 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 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 research and confirm status of requests and applications.
• Researches and analyzes customer service issues to provide information and advanced long-term solutions.
• Trains new customer service specialists, one-on-one, and mentors staff.

Skills

Customer focus

Written communication

Verbal communication

Active listening

Problem solving

Attention to detail

Education

Associate's Degree preferred

Job description

ASM Research, An Accenture Federal Services Company, seeks a seasoned Customer Support Specialist to support inbound/outbound calls, email, and web chat. You will log cases, research issues, and collaborate with teammates to improve processes while maintaining SLA adherence.

The role requires 5-8 years in customer service (or related PR), an Associate's degree (or equivalent), and strong communication, problem-solving, and attention to detail in a fast-paced environment.