THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.Scope: The Helpdesk Specialist I provides excellent Tier-1 support for an assigned national account. This includes general troubleshooting, maintaining record databases, updating customer/service tickets and escalating issues to internal/external resources.
Responsibilities:Functional- Provide exceptional customer service to a variety of national account locations
- Answer inbound queue calls from customers in a fast paced environment
- Open, update, and close service tickets
- Perform Tier-1 analysis/triage to include but not limited to:
- Incoming phone lines
- General phone system/end-point issues
- Call flow processes
- Other customer owned peripheral equipment
- User voicemail additions/ resets
- Basic user phone feature programming
- Respond to customer tickets within Service Level Agreements
- Conduct daily follow up calls to customers to ensure ticket resolution and customer satisfaction
- Escalates complex issues or customer complaints to Tier-2, Management, or 3rd party to ensure timely resolution if needed
- Place equipment orders and update inventory database
- Identify and schedule subcontractors to provide service if needed
- Negotiate subcontractor rates in order to maximize profitability
- Conduct follow up calls to subcontractors to ensure scheduled appointments are met
- Update customer databases with most current site specific information
- Participate in 24x7x365 on-call rotation after new-hire onboarding period
- Train new & current team members on internal/external processes, work flows, and changes
- Models appropriate behavior in regards to Optus' Core Values and Code of Ethics policies and supports Optus' team approach to quality to drive Optus forward
- Other duties or tasks as assigned by management
Responsibility For Work of Others:NoneRequirements:- College degree preferred, High school degree or equivalent required
- Experience with Microsoft Word, Excel and Outlook required
- Demonstrates technical aptitude
- Previous telecommunications experience preferred
- Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
- Strong written and verbal communication skills required
- A keen attention to detail and great organizational habits are mandatory
- This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities