Service Desk Analyst

Job description

Location: 98 Niver St, Cohoes NY Schedule: 1st Shift Mon-Fri, 2 Saturdays per month Pay: 21.50/hr, benefits package provided: 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 Include but are not limited to the below. Key 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...