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About the Role

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

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 motorists regarding 10 Day extensions, waivers, and any additional program assistance available (OBD escalations)
Send requested documentation to customers via email, mail, or fax
Assist customers with regulation questions by reading them to the customer
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, including occasional upselling efforts
Adhere to documented troubleshooting standards on all calls
Guide customers through website functionality, including password resets, inspector assignments, access to system resources, and facility/inspector license applications and renewals
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
Re-route 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
Interact well with both employees and difficult customers during situations requiring tact and persuasion
Perform other duties as assigned

Requirements

Minimum 2 years in a help desk role
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

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

Location

98 Niver St, Cohoes NY

Work Type

Office-based
Full-time

Experience Level

2 years

Education Level

Associate degree in Computer Science or related field (preferred)
Industry Recognized certifications or equivalent experience also considered

Salary/Compensations

21.50/hr

Benefits

benefits package provided