Help Desk Technician

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.

• 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 3^rd 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

• 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