Service Desk Analyst - SLA-Driven Support

ASM Research, An Accenture Federal Services Company; Salem (OR); On-site; USD 34,000 - 41,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks experienced customer support specialists to handle inbound/outbound calls, emails, and chats. You will log and update case records, research status requests, and provide timely, quality resolutions to customers across multiple channels.

The role emphasizes adherence to SLAs, guidance to junior team members, and continuous process improvements while maintaining calm, professional communication under pressure.

Qualifications

• 5-8 years of customer service experience or related public relations experience.
• Experience logging cases and using a web-based agent desktop.
• Strong written and verbal communication skills.

Responsibilities

• Supports inbound calling, email, web chat and/or mail application/inquiries.
• Logs cases, or updates an existing case to record communications with a customer.
• Provides support to research and confirm status of requests and applications.
• Researches customer service issues to provide information and long-term solutions.
• Trains new customer service specialists and mentors staff.
• Ensures compliance with client processing guidelines.

Skills

Customer focus

Communication

Problem solving

Detail orientation

Calm under pressure

Education

Associate's Degree preferred or equivalent experience

Job description

ASM Research, An Accenture Federal Services Company, seeks experienced customer support specialists to handle inbound/outbound calls, emails, and chats. You will log and update case records, research status requests, and provide timely, quality resolutions to customers across multiple channels.

The role emphasizes adherence to SLAs, guidance to junior team members, and continuous process improvements while maintaining calm, professional communication under pressure.