Senior Service Desk Specialist

ASM Research, An Accenture Federal Services Company; Santa Fe (NM); On-site; USD 28,000 - 40,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks experienced customer service professionals to support inbound/outbound calls, email, and web chat. You will log cases, research status, and provide timely solutions while maintaining accuracy and quality.

The role includes coaching junior staff and ensuring compliance with SLAs. Strong communication, adaptability to high volumes, and a customer-focused approach are essential.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.

Responsibilities

• Log and update cases in a web-based agent desktop application.
• Provide research and status updates on customer requests and applications.
• Respond to returned cases and specialized client requests.
• Act as first line of escalation for calls and chats from Specialists.
• Train new customer service specialists and mentor staff.
• Maintain accuracy in case notes and adhere to client guidelines.

Skills

Customer focus

Communication skills

Problem solving

Attention to detail

Ability to work under pressure

Education

Associate's Degree

Job description

ASM Research, An Accenture Federal Services Company, seeks experienced customer service professionals to support inbound/outbound calls, email, and web chat. You will log cases, research status, and provide timely solutions while maintaining accuracy and quality.

The role includes coaching junior staff and ensuring compliance with SLAs. Strong communication, adaptability to high volumes, and a customer-focused approach are essential.