Service Desk Analyst

Opus; City of Cohoes (NY); On-site; USD 24,000 - 35,000; Full time

Job summary

Opus is seeking a Service Desk Analyst to be the first point of contact for customers at private inspection facilities. The role involves resolving technical and account issues via phone, email, and in person, with a focus on first-contact resolution and appropriate escalation.

You will handle customer inquiries, assist with motorist support programs, process orders, support billing and compliance questions, and guide users through website features such as password resets and license

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.

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.

Key Responsibilities

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