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: FunctionalProvide exceptional customer service to a variety of national account locationsAnswer inbound queue calls from customers in a fast paced environment Open, update, and close service ticketsPerform 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/ resetsBasic user phone feature programmingRespond 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 neededPlace equipment orders and update inventory databaseIdentify 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 periodTrain new & current team members on internal/external processes, work flows, and changesModels 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 aptitudePrevious 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