Service Desk Analyst — Elevate Customer Support

ASM Research, An Accenture Federal Services Company; Columbus (OH); On-site; USD 28,000 - 41,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a customer service professional to support inbound/outbound calls, emails, and web chat while ensuring customer satisfaction and adherence to SLAs. The role involves logging cases, researching issues, and providing timely, long-term solutions.

Responsibilities include mentoring new specialists, assisting with process improvements, and maintaining accuracy during high-volume periods.

Qualifications

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

Responsibilities

• Handle inbound/outbound calls, emails, and web chat to assist customers.
• Log and update cases in the web-based agent desktop.
• Research and resolve customer issues with timely, long-term solutions.
• Mentor new and junior team members and provide QA guidance.
• Identify key issues and suggest process improvements to improve workflow.

Skills

Customer service

Verbal communication

Written communication

Calm under pressure

Problem solving

Attention to detail

Multitasking

Mentoring

Education

Associate degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, is seeking a customer service professional to support inbound/outbound calls, emails, and web chat while ensuring customer satisfaction and adherence to SLAs. The role involves logging cases, researching issues, and providing timely, long-term solutions.

Responsibilities include mentoring new specialists, assisting with process improvements, and maintaining accuracy during high-volume periods.