Help Desk Specialist I provides Tier-1 support for a national account with on-site work in Jonesboro, AR.

Provide customer support for a variety of national account locations
Answer inbound queue calls in a fast-paced environment
Open, update, and close service tickets
Complete Tier-1 analysis and triage, including:
- Incoming phone lines
- General phone system and end-point issues
- Call flow processes
- Other customer-owned peripheral equipment
- User voicemail additions and resets
- Basic user phone feature programming
Respond to customer tickets within Service Level Agreements
Conduct daily follow-up calls to confirm ticket resolution and customer satisfaction
Escalate complex issues or customer complaints to Tier-2, Management, or third parties when needed for timely resolution
Place equipment orders and update the inventory database
Identify and schedule subcontractors to provide service as required
Negotiate subcontractor rates to help maximize profitability
Follow up with subcontractors to ensure scheduled appointments are met
Update customer databases with current, site-specific information
Participate in a 24x7x365 on-call rotation after the new-hire onboarding period
Train new and current team members on internal and external processes, workflows, and updates
Model appropriate behavior aligned with Optus Core Values and Code of Ethics policies, supporting a team approach to quality
Perform other duties or tasks assigned by management

Education: High school degree or equivalent required; college degree preferred
Experience with Microsoft Word, Excel, and Outlook required
Demonstrates technical aptitude
Previous telecommunications experience preferred
Team player with a positive attitude and strong customer service skills
Strong written and verbal communication skills required
Attention to detail and strong organizational habits are mandatory
Ability to multi-task, meet externally developed deadlines, and handle changing priorities
On-site requirement: This is not a remote or hybrid position. Must be able to work in the office in Jonesboro, AR.

Ability to read, write, and communicate orally and in writing to external and internal customers and employees
Normal vision and normal hearing with or without correction
Ability to move boxes up to 50 lbs periodically throughout the workday
Must be able to perform tasks requiring hand and feet coordination and repetitive hand and wrist motions

Help Desk Technician

Job Description