Senior Service Desk & Support Specialist

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

Job summary

ASM Research seeks an experienced customer service professional to support inbound and outbound calls, email and web chat, ensuring SLA adherence and quality. You will log cases, assist customers, and research status of requests.

Responsibilities include mentoring new staff, leading quality reviews, and proposing workflow improvements to increase efficiency. Strong communication and problem-solving skills are essential.

Qualifications

• Associate's Degree or equivalent experience.
• 5–8 years of customer service or related PR experience.
• Strong written and verbal communication skills.

Responsibilities

• Support inbound/outbound calls, email, and web chat with customers.
• Log cases and update status in the case management system.
• Research and resolve customer inquiries and research status of requests.
• Mentor junior colleagues and contribute to quality assurance reviews.
• Identify process improvements and help implement solutions.

Skills

Customer service

Communication

Problem solving

Education

Associate's Degree

Job description

ASM Research seeks an experienced customer service professional to support inbound and outbound calls, email and web chat, ensuring SLA adherence and quality. You will log cases, assist customers, and research status of requests.

Responsibilities include mentoring new staff, leading quality reviews, and proposing workflow improvements to increase efficiency. Strong communication and problem-solving skills are essential.