Senior Service Desk Analyst & Process Champion

ASM Research, An Accenture Federal Services Company; Juneau (AK); On-site; USD 52,000 - 60,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a customer service specialist to support inbound calls, emails, and web chats, ensuring timely case updates and adherence to SLAs in a fast-paced environment. Based in Juneau, Alaska, you will mentor junior team members, perform quality assurance on interactions, and collaborate with clients to resolve issues and deliver long-term solutions.

Strong communication and attention to detail are essential.

Qualifications

• Strong customer-focused approach.
• Excellent written and verbal communication skills.
• Ability to convey enthusiasm over the phone.
• Ability to maintain accuracy and attention to detail.
• Strong problem solving and organizational skills.
• Ability to handle high call volumes calmly and courteously.

Responsibilities

• Supports inbound calling, email, web chat and/or mail inquiries.
• Logs cases and updates in a web-based agent desktop.
• Researches and analyzes customer service issues to provide information and long-term solutions.
• Mentors new and junior team members and performs quality assurance reviews.
• Travels occasionally to local Post Office for mail retrieval and maintains proper documentation.

Skills

Customer service

Communication

Attention to detail

Problem solving

Mentoring

Education

Associate's Degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, is seeking a customer service specialist to support inbound calls, emails, and web chats, ensuring timely case updates and adherence to SLAs in a fast-paced environment. Based in Juneau, Alaska, you will mentor junior team members, perform quality assurance on interactions, and collaborate with clients to resolve issues and deliver long-term solutions.

Strong communication and attention to detail are essential.