Service Desk Analyst

Opus•Cohoes, NY

2d•Onsite

About The Position

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.

Requirements

Minimum 2 years in a help desk
Proficiency in Windows OS and Microsoft Office suite
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

Nice To Haves

Associate degree in Computer Science or related field (preferred)
Industry Recognized certifications ore equivalent experience also considered.
Intermediate Excel skills preferred (e.g., PivotTables, VLOOKUP, formulas)
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

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 ccasional 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.