Service Desk Analyst

Position Description
Location: 98 Niver St, Cohoes NY
Schedule: 1st Shift Mon-Fri (8a-4p, 9a-5p, 10a-6p, etc), 2 Saturdays per month
Pay: 20/hr, full benefits package provided
Opus Inspection is a high-tech and environmentally friendly global company. We are the leader in providing vehicle emissions testing equipment for cleaner air, the preservation of the environment and, ultimately protecting human life.
This is an entry level position with potential for growth after successful introductory review. The ideal candidate will demonstrate a growth mindset or a belief that his or her capabilities can be developed through dedication, tenacity, and hard work.
The Service Desk Analyst serves as a first line of contact for customers via phone or email. The main responsibility is to gather information through client conversation, diagnose the issue, troubleshoot, and document resolution all while maintaining exceptional customer service. If issues are outside the scope of their capability, a Field Service Representative is dispatched to further assist.
Opus offers an attractive compensation and benefits package including Medical, Dental, Vision, 401K, Paid Vacation and Sick time, and much more.
Requirements:

• Associate degree in computer science or related field with 2 years of help desk experience preferred
• Industry Recognized certifications or equivalent experience also considered
• Ability to gather and analyze complex information to determine facts, make recommendations, and take action to assist when appropriate
• Must have strong interpersonal skills including effective listening, empathy and the ability to interact well with both employees and difficult customers during situations requiring tact and persuasion
• Intermediate excel skills required (Formulas, PivotTable, VLOOKUP, etc.)
• Experience with Windows OS, Microsoft Office products and accounting software.
• SQL and Oracle experience preferred but not required
• Ability to speak Spanish is a plus
• NetSuite knowledge a plus (will train)
• In-depth knowledge of computer systems strongly preferred

Requirements

• Serve as a first line of contact for our customers at private inspection facilities via phone and email while promoting and maintaining exceptional customer service
• Use available resources to answer, evaluate, and prioritize calls from customers experiencing problems with hardware (such as printer errors), software (such as Windows), trouble shooting and other computing related issues
• Quickly determine the source of the equipment issues and advise customer on appropriate action
• Act as a liaison of product information, and related issues
• Document and track customer calls using internal tracking system
• Assist in formulating FAQs, user guides and tips for future reference to achieve faster service and more efficient processes
• Proactively seeks opportunities to improve processes and customer service and makes recommendations for improvements
• Answer general program questions from motorists
• Assist in trainings and orientation of new team members
• Ability to shine through complex often challenging calls and escalate to supervisor when necessary
• Ability to deescalate distressed customers concerns
• Perform other duties as assigned