Service Desk Analyst

2 weeks ago

Cohoes, United States Opus Full time

Opus Inspection, Inc. is a software and electronic hardware-driven global leader in the Automotive Technology Service industry. Our mission is to make the world a cleaner and safer place by providing highly effective solutions for Vehicle Inspection through innovative technologies, customer focus and operational excellence. Opus’ technologies and services help our state partners meet strict US EPA Clean Air regulations by managing vehicle inspection programs, Vehicle Information Databases, and developing differentiated solutions for remote vehicle monitoring.


Duties:

  • 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


Requirements

  • Associate degree in computer science or related field with 2 years of help desk experience preferred
  • Industry Recognized certifications ore 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
  • Candidates in consideration will need to successfully pass a background and drug screen

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