Opus · 21 hours ago
Service Desk Analyst
Cohoes, NY
Full-time
Onsite
Entry, Mid Level
2+ years expOpus is seeking a Service Desk Analyst who will serve as the first point of contact for customers at private inspection facilities. This role involves providing high-quality support for technical and account-related issues, ensuring efficient resolution and maintaining a high standard of customer service.
AutomotiveComputerInformation TechnologyLogisticsSoftware
Hiring Manager
Nick Paez
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
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 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
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
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 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
Office-based position involving computer and phone use
Collaborative environment with Tier 1–3 Analysts and other support staff
May involve occasional special projects or additional responsibilities as assigned
Qualification
Required
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
Minimum 2 years in a help desk
Proficiency in Windows OS and Microsoft Office suite
Preferred
Associate degree in Computer Science or related field
Industry Recognized certifications or equivalent experience also considered
Intermediate Excel skills (e.g., PivotTables, VLOOKUP, formulas)
NetSuite knowledge
In-depth knowledge of computer systems
Experience with accounting or ERP software
SQL and Oracle experience beneficial
Spanish proficiency
Company
Opus
Opus is a technology-driven growth company in the vehicle inspection and intelligent vehicle support markets.
1001-5000 employees
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)
Funding
Current Stage
Late StageTotal Funding
unknown2008-05-05Acquired
Leadership Team
Andrew McIntosh
CEO, Opus Inspection, Inc.
Lothar Geilen
CEO
Recent News
Maryland Daily Record
2025-06-05
2025-04-04
Google Patent
2025-04-04
Company data provided by crunchbase