Help Desk Specialist (Ft)

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

• User voicemail additions/ resets.
• Update customer databases with the most current site-specific information.
• 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.
• Identify and schedule subcontractors to provide service if needed.
• Escalates complex issues or customer complaints to Tier-2, Management, or 3rd party to ensure timely resolution if needed.
• Call flow processes.
• Participate in 24x7x365 on-call rotation after the new-hire onboarding period.
• Perform Tier-1 analysis/triage to include but not limited to:
• Open, update, and close service tickets.
• Other customer-owned peripheral equipment.
• Train new & current team members on internal/external processes, workflows, and changes.
• Conduct follow-up calls to subcontractors to ensure scheduled appointments are met.
• Basic user phone feature programming.
• Negotiate subcontractor rates in order to maximize profitability.
• Conduct daily follow-up calls to customers to ensure ticket resolution and customer satisfaction.
• Respond to customer tickets within Service Level Agreements.
• Place equipment orders and update the inventory database.
• General phone system/end-point issues.
• Answer inbound queue calls from customers in a fast-paced environment.
• Other duties or tasks as assigned by management.
• Incoming phone lines.
• Provide exceptional customer service to a variety of national account locations.

Requirements

• Previous telecommunications experience preferred.
• Strong written and verbal communication skills are required.
• A keen attention to detail and great organizational habits are mandatory.
• Must be a team player with a positive attitude and able to demonstrate excellent customer service skills.
• 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.
• College degree preferred, High school degree or equivalent required.
• Experience with Microsoft Word, Excel, and Outlook is required.

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

Schedule

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

About Optus, Inc.

We deliver IT and telephony technologies that transform how businesses connect, communicate, and create. We exist to help businesses stand out and succeed through technology delivery and operational support. We invest in our people and processes—always driving forward with integrity to create exceptional customer experiences that power your best work.