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Opus · 2 months ago

Service Desk Analyst

Cohoes, NY, 12047, United States

Full-time

Onsite

New Grad, Entry Level

$21.50/hr - $21.50/hr

Opus is a company that provides customer support at private inspection facilities. The Service Desk Analyst serves as the first point of contact for customers, focusing on resolving technical and account-related issues efficiently while maintaining high standards of customer service.

AutomotiveComputerInformation TechnologyLogisticsSoftware

H1B Sponsor Likely

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

Qualification

Customer SupportTechnical AssistanceIssue ResolutionSales SupportCollaborationMentoring

Required

High-quality customer service skills

Ability to resolve technical and account-related issues efficiently

Experience in responding to and resolving customer inquiries

Ability to escalate issues or assign Field Service Representatives (FSRs) when needed

Knowledge of program assistance available for motorists

Ability to send requested documentation to customers via email, mail, and fax

Experience assisting customers with regulation questions

Experience with Drawdown account setup and replenishment

Ability to process Return Authorizations (RA) and Sales Orders (SO)

Knowledge of billing with collections and inventory-related returns

Experience providing inbound and outbound sales support

Ability to adhere to documented troubleshooting standards on calls

Experience guiding customers through website functionality

Ability to adhere to Service Level Agreements (SLAs)

Experience collaborating with peers during high-volume periods

Ability to generate and maintain reports as required

Experience assisting in formulating knowledge base, user guides, and tips

Ability to assist with onboarding and mentoring of new team members

Professional demeanor and ability to lead by example

Ability to interact well with both employees and difficult customers

Office-based position involving computer and phone use

Benefits

Benefits package provided

Company

Opus

Opus is a technology-driven growth company in the vehicle inspection and intelligent vehicle support markets.

Founded in 1999

East Granby, Connecticut, USA

1001-5000 employees

http://opusinspection.com

H1B Sponsorship

Opus has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (19)

2024 (25)

2023 (6)