Service Desk Analyst at Opus

Cohoes, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Jan, 26

Salary

21.5

Posted On

01 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Problem-Solving, Communication, Customer Service, Time Management, Multitasking, Technical Assistance, Team Collaboration, Sales Support, Regulation Knowledge, Windows OS, Microsoft Office, NetSuite, SQL, Oracle, Spanish Proficiency

Industry

Motor Vehicle Manufacturing

Description

Location: 98 Niver St, Cohoes NY Schedule: 1st Shift Mon-Fri (8a-4p, 9a-5p, 10a-6p, etc), 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. 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 Qualifications Skills * Strong analytical and problem-solving skills * Effective written and verbal communication * Ability to manage challenging interactions with professionalism * Team-oriented and adaptable in a dynamic support environment * Organized with strong time management and multitasking capabilities * Proactive, creative thinker with customer-first mindset Qualifications * Associate degree in Computer Science or related field (preferred) * Industry Recognized certifications ore equivalent experience also considered. * Minimum 2 years in a help desk * Intermediate Excel skills preferred (e.g., PivotTables, VLOOKUP, formulas) * Proficiency in Windows OS and Microsoft Office suite * NetSuite knowledge a plus (will train) * In-depth knowledge of computer systems strongly preferred. * Experience with accounting or ERP software preferred (NetSuite a plus) * SQL and Oracle experience beneficial but not required * Spanish proficiency is a plus

Responsibilities

The Service Desk Analyst provides high-quality support to customers at private inspection facilities, focusing on resolving technical and account-related issues efficiently. This role involves responding to inquiries, escalating complex issues, and maintaining a high standard of customer service.