Service Desk Analyst

Location: 98 Niver St, Cohoes NY

Schedule

1st Shift Monday–Friday, 2 Saturdays per month

Pay

$21.50/hour, benefits package provided

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
  • 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 (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.
• Assist 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
• 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-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.

Working Conditions

• 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.