Service Desk Analyst

About the role

Location: 98 Niver St, Cohoes NY

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

Customer Support & Issue Resolution

• 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.

Program & Motorist Support

• 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

Sales & Account Support

• 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.

Technical Assistance & Website Guidance

• 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

Operational Efficiency & Collaboration

• 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

Training &