Help Desk Technician

Optus•Jonesboro, AR

22h•$17 - $18•Onsite

About The Position

THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR. 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: 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

Requirements

College degree preferred, High school degree or equivalent required
Experience with Microsoft Word, Excel and Outlook required
Demonstrates technical aptitude
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

Nice To Haves

Previous telecommunications experience preferred

Responsibilities

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