Senior Service Desk Specialist - Multi-Channel Support

ASM Research, An Accenture Federal Services Company; Nashville (TN); On-site; USD 52,000 - 56,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a skilled Customer Support Specialist to provide inbound/outbound calls, email, and web chat support while upholding SLAs and delivering high-quality service. You will log cases, research issues, mentor junior staff, and assist in improving workflows in a fast-paced environment.

Minimum qualifications include an associate degree (or equivalent) and 5–8 years of customer service experience; strong communication and problem-solving skills

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5–8 years of customer service or related public relations experience.
• Strong written and verbal communication skills.
• Ability to mentor junior team members.

Responsibilities

• Supports inbound calling, email, web chat and/or mail inquiries.
• Logs cases and updates case records in a web-based agent desktop.
• Researches and analyzes customer service issues to provide long-term solutions.
• Train new customer service specialists and mentor staff.
• Ensure compliance with client processing guidelines and SLA requirements.

Skills

Customer service

Communication

Problem solving

Attention to detail

Mentoring

Education

Associate's Degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, seeks a skilled Customer Support Specialist to provide inbound/outbound calls, email, and web chat support while upholding SLAs and delivering high-quality service. You will log cases, research issues, mentor junior staff, and assist in improving workflows in a fast-paced environment.

Minimum qualifications include an associate degree (or equivalent) and 5–8 years of customer service experience; strong communication and problem-solving skills