Service Desk Expert - Elevate Customer Support & Solutions

ASM Research, An Accenture Federal Services Company; Montpelier (VT); On-site; USD 71,635,000 - 77,146,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, is seeking a customer support specialist in Montpelier, VT. The role covers inbound calls, emails, and web chats, with back-office support and quality assurance responsibilities.

This position emphasizes customer satisfaction, adherence to SLAs, and opportunities to mentor junior team members. Candidates should have 5–8 years of customer service experience and an Associate's degree or equivalent.

Qualifications

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

Responsibilities

• Support inbound calling, email, web chat and/or mail inquiries.
• Log cases and updates in the web-based agent desktop application.
• Research and confirm status of requests and applications for customers.
• Provide timely, long-term solutions and identify workflow improvements.
• Mentor and train new customer service specialists and assist with queue management.

Skills

Customer-focused

Written communication

Verbal communication

Problem solving

Team mentoring

Attention to detail

Adaptability

Education

Associate's Degree or equivalent

Job description

ASM Research, an Accenture Federal Services company, is seeking a customer support specialist in Montpelier, VT. The role covers inbound calls, emails, and web chats, with back-office support and quality assurance responsibilities.

This position emphasizes customer satisfaction, adherence to SLAs, and opportunities to mentor junior team members. Candidates should have 5–8 years of customer service experience and an Associate's degree or equivalent.