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.
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.
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
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
Training & Leadership
- 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.
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
Requirements
- 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
Qualifications
- Associate degree in Computer Science or related field (preferred)
- Industry Recognized certifications ore equivalent experience also considered.
- Minimum 2 years in a help desk
- Intermediate Excel skills preferred (e.g., PivotTables, VLOOKUP, formulas)
- Proficiency in Windows OS and Microsoft Office suite
- NetSuite knowledge a plus (will train)
- In-depth knowledge of computer systems strongly preferred.
- Experience with accounting or ERP software preferred (NetSuite a plus)
- SQL and Oracle experience beneficial but not required
- Spanish proficiency is a plus
Compensation
$21.50/hour
