Service Desk Specialist: Customer Experience & Support

ASM Research, An Accenture Federal Services Company; Little Rock (AR); On-site; USD 2,893,000 - 3,995,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a skilled Customer Support Specialist to handle inbound/outbound calls, emails, and web chats. You will log and track cases, research issues, and provide timely solutions while upholding service level agreements.

The role requires strong communication, problem-solving abilities, and attention to detail, with opportunities to mentor teammates and improve workflows in a dynamic environment.

Qualifications

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

Responsibilities

• Supports inbound calling, email, web chat and/or mail application inquiries.
• Logs cases and updates in a web-based agent desktop application.
• Researches and analyzes customer service issues to provide timely, long-term solutions.
• Train new customer service specialists and mentor colleagues.
• Adheres to client service guidelines and maintains SLA targets.

Skills

Customer focus

Communication skills

Problem solving

Attention to detail

Adaptability

Mentoring

Education

Associate's degree or equivalent experience

Job description

ASM Research, An Accenture Federal Services Company, is seeking a skilled Customer Support Specialist to handle inbound/outbound calls, emails, and web chats. You will log and track cases, research issues, and provide timely solutions while upholding service level agreements.

The role requires strong communication, problem-solving abilities, and attention to detail, with opportunities to mentor teammates and improve workflows in a dynamic environment.