Service Desk Specialist - Expert Customer Support

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a customer service specialist to handle inbound/outbound calls, emails, and web chats. You will log cases, research statuses, and provide timely solutions while maintaining quality and SLA adherence.

The role requires 5–8 years of customer service experience and strong communication, with a focus on accuracy and client satisfaction. On-site position with potential travel and guidance to junior staff.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.
• Excellent written and verbal communication skills.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Ability to foster good working relationships with customers.
• Strong focus on accuracy and attention to detail.
• Strong problem solving and organizational skills.
• Ability to remain calm and courteous in periods of stress.

Responsibilities

• Log cases or updates in a web-based agent desktop application to track communications.
• Provide support to customers to research and confirm status of requests and applications.
• Research and analyze customer service issues to provide information and long-term solutions.
• Suggest workflow improvements and adapt to new processes and procedures.
• Serve as first line of escalation for calls and chats from Specialists.
• Mentor and train new customer service specialists.

Skills

Strong communication

Customer-focused

Problem solving

Attention to detail

Under pressure

Education

Associate's Degree preferred or equivalent experience

Job description

ASM Research, An Accenture Federal Services Company, seeks a customer service specialist to handle inbound/outbound calls, emails, and web chats. You will log cases, research statuses, and provide timely solutions while maintaining quality and SLA adherence.

The role requires 5–8 years of customer service experience and strong communication, with a focus on accuracy and client satisfaction. On-site position with potential travel and guidance to junior staff.