Salary Job Openings

Help Desk Specialist (FT)

Optus, Inc.
Jonesboro, AR Full Time
POSTED ON 4/16/2024
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:
  • 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 the 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 the most current site-specific information. 
  • Participate in 24x7x365 on-call rotation after the new-hire onboarding period.
  • Train new & current team members on internal/external processes, workflows, and changes.
  • Models appropriate behavior in regard 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 is required. 
  • 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 are 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. 

Physical Demands/Working Conditions:
Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs., periodically, throughout the workday. Ability to stand, walk, climb stairs, sit in one place, squat, and kneel continuously throughout the day. Ability to reach, bend, and twist continuously throughout the day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers. Ability to communicate verbally through the use of phone, e-mail, and fax systems continuously throughout the day. Must have the ability to prioritize projects in order of importance and the ability to change from one project to another at a moment’s notice.

Benefits:
  • 401(k)
  • 401(k) matching
  • Dental Insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Tuition reimbursement
  • Vision insurance

Schedule:
  • 8-hour shift
  • Day shift
  • Monday to Friday
  • Overtime
  • Weekend availability

Salary.com Estimation for Help Desk Specialist (FT) in Jonesboro, AR
$50,093 to $63,094
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