Help Desk Technician

Jonesboro, AR
Full Time
Help Desk
Mid Level

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:
None

Requirements:
  • 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
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