Service Desk Analyst

Opus; City of Cohoes (NY); On-site; USD 44,000 - 46,000; Full time

Job summary

Opus is seeking a Service Desk Analyst to be the first touchpoint for customers at private inspection facilities in Cohoes, NY. The role provides high-quality support via phone, email, and in person, addressing technical and account-related issues on a day-to-day basis.

You will escalate complex problems to Tier 2/3, guide users through website functions, and assist with documentation, returns, and sales support.

Responsibilities

• Respond to and resolve customer inquiries using available tools and Resources
• Escalate issues or assign Field Service Representatives (FSRs) when needed
• Route inquiries appropriately based on escalation procedures
• Provide appropriate information and documentation for motorist regarding: 10 Day extensions, Waivers, Any additional program assistance available (OBD escalations)
• Send requested documentation to customers via: Email, Mail, Fax
• Assist customers with regulation questions. Reading them to the customer NOT interpreting them
• Assist with Drawdown account setup and replenishment
• Process Return Authorizations (RA) and Sales Orders (SO)
• Answer questions regarding RA/SO
• Support billing with collections and inventory-related returns.
• Provide inbound and outbound sales support. Provide assistance with occasional upselling efforts.
• Adhere to documented troubleshooting standards on all calls
• Guide customers through website functionality, including: Password resets, Inspector assignments, Access to system resources, Facility/Inspector license applications and renewals
• Assist customers with regulation questions. Reading them to the customer NOT interpreting them
• Adhere to Service Level Agreements (SLAs) and understand revenue impact
• Collaborate with peers during high-volume periods to ensure service continuity
• Generate and maintain reports as required
• Assist in formulating knowledge base, user guides and tips for future reference to achieve faster service and more efficient processes
• Re-routing calls as necessary
• Assist with onboarding and mentoring of new team members
• Demonstrate professionalism and lead by example
• Provide backup support to other analysts as required
• The ability to interact well with both employees and difficult customers during situations requiring tact and persuasion
• Perform other duties as assigned
• Office-based position involving computer and phone use
• Collaborative environment with Tier 1–3 Analysts and other support staff
• May involve occasional special projects or additional responsibilities as assigned

Job description

Location: 98 Niver St, Cohoes NY Schedule: 1st Shift Mon-Fri, 2 Saturdays per month Pay: 21.50/hr, benefits package provided The Service Desk Analyst is the first point of contact for customers at private inspection facilities, providing high-quality support via phone, email, and in person. This role focuses on resolving technical and account-related issues efficiently, aiming for first-contact resolution whenever possible. Complex issues are escalated to Tier 2 or Tier 3 support as appropriate, while consistently maintaining a high standard of customer service. Responsibilities Include but are not limited to the below.

Customer Support & Issue Resolution

• Respond to and resolve customer inquiries using available tools and Resources
• Escalate issues or assign Field Service Representatives (FSRs) when needed.
• Route inquiries appropriately based on escalation procedures.

Program & Motorist Support

• Provide appropriate information and documentation for motorist regarding:
  • 10 Day extensions
  • Waivers
  • Any additional program assistance available (OBD escalations)
• Send requested documentation to customers via:
  • Email
  • Mail
  • Fax
• Assist customers with regulation questions.
  • Reading them to the customer NOT interpreting them

Sales & Account Support

• Assist with Drawdown account setup and replenishment
• Process Return Authorizations (RA) and Sales Orders (SO)
• Answer questions regarding RA/SO
• Support billing with collections and inventory-related returns.
• Provide inbound and outbound sales support.
  • Provide assistance with ccasional upselling efforts.

Technical Assistance & Website Guidance

• Adhere to documented troubleshooting standards on all calls
• Guide customers through website functionality, including:
  • Password resets
  • Inspector assignments
  • Access to system resources
  • Facility/Inspector license applications and renewals
• Assist customers with regulation questions.
  • Reading them to the customer NOT interpreting them

Operational Efficiency & Collaboration

• Adhere to Service Level Agreements (SLAs) and understand revenue impact.
• Collaborate with peers during high-volume periods to ensure service continuity.
• Generate and maintain reports as required
• Assist in formulating knowledge base, user guides and tips for future reference to achieve faster service and more efficient processes.
• Re-routing calls as necessary

Training & Leadership

• Assist with onboarding and mentoring of new team members.
• Demonstrate professionalism and lead by example.
• Provide backup support to other analysts as required.
• The ability to interact well with both employees and difficult customers during situations requiring tact and persuasion.
• Perform other duties as assigned.

Working Conditions

• Office-based position involving computer and phone use
• Collaborative environment with Tier 1–3 Analysts and other support staff
• May involve occasional special projects or additional responsibilities as assigned