Computer Systems Support Specialist

7 days ago

Cohoes, New York, United States Opus Full time

At Opus Inspection, Inc., a leading software and electronic hardware-driven global company in the Automotive Technology Service industry, we are dedicated to making the world a cleaner and safer place. Our mission is to provide highly effective solutions for Vehicle Inspection through innovative technologies, customer focus, and operational excellence. We 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.

Job Description:

We are seeking a skilled Computer Systems Support Specialist to join our team. As a key member of our support staff, you will be responsible for providing exceptional customer service to our clients at private inspection facilities via phone and email. Your primary role will be to troubleshoot and resolve technical issues related to computer systems, hardware, and software.

Duties and Responsibilities:
  • Provide first-line support to customers experiencing problems with computer systems, hardware, or software.
  • Use available resources to answer, evaluate, and prioritize calls from customers.
  • Quickly determine the source of equipment issues and advise customers on appropriate action.
  • Act as a liaison for product information and related issues.
  • Document and track customer calls using our internal tracking system.
  • Assist in formulating FAQs, user guides, and tips for future reference to achieve faster service and more efficient processes.
  • Proactively seek opportunities to improve processes and customer service and make recommendations for improvements.
  • Answer general program questions from motorists.
  • Assist in training and orientation of new team members.
  • Ability to handle complex and challenging calls and escalate to supervisor when necessary.
  • Ability to de-escalate distressed customers' concerns.
Requirements:
  • Associate degree in computer science or a related field with 2 years of help desk experience preferred.
  • Industry-recognized certifications or equivalent experience also considered.
  • Strong interpersonal skills including effective listening, empathy, and ability to interact well with both employees and difficult customers during situations requiring tact and persuasion.
  • Intermediate Excel skills required (formulas, pivot tables, 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.

The estimated salary for this position is around $65,000-$75,000 per year, depending on location and experience. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

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