Help Desk Coordinator

Help Desk Coordinator

Are you driven by the desire to positively impact people's lives? Do you excel in connecting with customers and assisting them in discovering solutions that improve their everyday experiences? If this resonates with you, we have an exciting opportunity waiting!

eSpecial Needs provides equipment, solutions, and curricula for physical education and recreation professionals, as well as products, equipment, and programs for professionals who deal with children and adults with physical and developmental disabilities.

We value innovative people looking for challenges and can adapt to rapid and continuous change. As a valued employee, you must be flexible and able to meet any challenge that comes your way.

Our client seeks motivated and friendly Help Desk Coordinators assist customers with a range of service issues, including problem diagnosis, returns, escalation, tracking, and resolution. Utilizing your skills and talents, your main responsibility will be to manage and resolve these issues promptly and effectively while prioritizing customer satisfaction.

To be successful, you should have: 

• Demonstrated proficiency in customer service or help desk positions, with a preference for familiarity with ERP systems.
• Expertise in handling intricate customer issues and guiding them to successful resolution.
• Solid communication skills in crafting clear, informative articles for our audience.

All candidates are subject to a background check. We are a non-smoking office.

Your responsibilities as the Help Desk Coordinator will include:

• Customer Interaction Management: Supervise incoming requests via our ERP help desk system to ensure efficient resolution of all customer issues.
• Escalation and Resolution of Issues: Take ownership of customer concerns, escalate complex cases, and see them through to resolution to uphold high customer satisfaction.
• Development of Knowledge Base: Actively contribute to and maintain our internal knowledge base by crafting articles and resources that empower both customers and team members.
• Handling of Incidents and Requests: Ensure proper management of incidents and requests according to established procedures, with accessible and appropriate documentation for support providers.
• Problem Resolution: Proactively anticipate, investigate, and resolve issues within systems and services, thoroughly documenting issues, coordinating solutions, and analyzing patterns and trends.
• Ticket Management: Record, track, escalate, update, and close tickets through our help desk ERP system.
• Problem Resolution: Work collaboratively with customers, internal support teams, product teams, and external vendors to resolve issues.
• UX Oversight: Create tickets for any UX issues on our website related to performance, documentation, content, or pricing and delegate these to our web team.
• Project Participation: Engage in project activities as assigned by management.
• Communication: Serve as a key liaison with customers, team members, and colleagues across the company, effectively communicating technical information to non-technical audiences.
• Team Coordination: Coordinate activities with other team members to ensure continuity of service delivery.

Best-in-Class Benefits and Perks:

We value our employees’ time and efforts. Our commitment to your success is enhanced by competitive compensation of salary plus commission earning up to $, depending on experience, and an extensive benefits package including:

• Comprehensive health coverage: Medical and dental insurance provided.
• Robust retirement planning: 401(k) plan available.
• Well-being and work-life balance: Parental leave, paid time off, and holidays.
• A dynamic and supportive work environment with professional growth and development opportunities.
• A commitment to safety and innovation.
• The chance to be part of a company that values teamwork, excellence, and making a positive impact in our industry.

Ready to embark on an exciting career journey with us? 

If you're ready to embark on a fulfilling career where you can make a meaningful daily impact, we want to hear from you! Please apply now to be our next Heal Center Coordinator and be part of something truly special! 

We are an equal opportunity employer that welcomes and encourages diversity in the workplace. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.