Senior Service Desk Analyst & Support Coach

ASM Research, An Accenture Federal Services Company; Columbus (OH); On-site; USD 28,000 - 40,000; 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 while maintaining high customer satisfaction. You will log cases, research status requests, and provide timely solutions within SLAs.

You will train new specialists, assist with quality reviews, and help improve workflow. This role requires strong communication, attention to detail, and the ability to stay calm under pressure in busy periods.

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 remain calm during high call volume.

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‑time solutions in a timely manner.
• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.
• Takes initiative to suggest improvements and show ability to define possible solutions.
• Identifies key issues and patterns in solving problems and demonstrates ability to apply experience and knowledge of the issues and industry to resolve moderately complex problems.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Responds to returned cases and/or specialized requests from client.
• Acts as the first line of response for internal escalation for calls and chats from Specialists.
• Responsible for reviewing the queue for calls and chats to be resolved.
• Performs manual linking and unlinking of award records and promissory/agreement to serve notes.
• 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. Adheres to mail retrieval process as outlined by the client to ensure proper chain of custody. Accurate reports mileage and travel expenses using corporate tool per company policy.
• Support Services shall be executed in compliance with processing and program guidelines published by the Client.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Calm under pressure

Active listening

Time management

Education

Associate's Degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Support Specialist to handle inbound/outbound calls, emails, and web chats while maintaining high customer satisfaction. You will log cases, research status requests, and provide timely solutions within SLAs.

You will train new specialists, assist with quality reviews, and help improve workflow. This role requires strong communication, attention to detail, and the ability to stay calm under pressure in busy periods.