Client Help Desk Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver support to clients and internal stakeholders via telephone, email, and online chat.

• Address inquiries related to marketplace functionality, account maintenance, listings, auctions, removals, reporting, and operational procedures.

• Facilitate client training and offer guidance on marketplace tools, best practices, and system functionalities.

• Accurately document client interactions in the CRM system.

• Investigate, troubleshoot, and resolve intricate client, account, marketplace, operational, and system issues.

• Analyze problems, identify root causes, and coordinate solutions with Product, IT, Operations, Finance, Account Managers, and other departments.

• Monitor support requests and prioritize workload according to urgency and business impact.

• Escalate unresolved issues while maintaining communication with stakeholders throughout the resolution process.

• Track recurring issues and suggest enhancements to operational processes and client experiences.

• Process requests related to price adjustments, bid awards, credit reversals, pickup reversals, sales tax removals, and other account-related matters.

• Assist with account maintenance, account cleanup, reporting requests, audits, and operational reviews.

• Conduct quality assurance activities to ensure marketplace accuracy and compliance.

• Support operations across GovDeals, Bid4Assets, Sierra, and other company platforms.

• Create and maintain standard operating procedures, documentation, and knowledge resources.

• Engage in testing and validation for system enhancements and process improvements.

• Participate in special projects and other assigned tasks.

• No supervisory responsibilities are associated with this role.

⛳️ Requirements

• An associate degree in communications, business, or a related field is required; an equivalent combination of education and experience may be acceptable.

• A minimum of four (4) years of experience in customer service, client support, account support, help desk, or operational support is required.

• Experience in supporting web-based applications, SaaS platforms, online marketplaces, or technology-enabled services is preferred.

• Experience troubleshooting operational, account, and system-related issues in a customer-facing setting is preferred.

• Proven ability to manage complex client issues and collaborate effectively across multiple departments.

• Strong skills in customer service and relationship management.

• Excellent troubleshooting and problem-solving skills.

• Ability to analyze issues, identify root causes, and propose effective solutions.

• Strong verbal and written communication abilities.

• Capacity to manage multiple priorities in a fast-paced environment.

• Detail-oriented with strong organizational and follow-through capabilities.

• Ability to work independently and exercise sound judgment.

• Proficiency in Microsoft Office applications, CRM systems, and support ticketing platforms.

• Ability to learn and adapt to new technologies, systems, and processes.

• Reliable high-speed internet service and cellular phone coverage are required.

• A quiet, distraction-free work environment during business hours is necessary.

• Ability to work primarily from a remote home office and utilize standard office equipment.

• Capacity to communicate effectively via video, phone, and electronic communication.

• Availability for occasional travel, up to 10%.

🏝️ Benefits

• Annual discretionary bonus.

• Competitive wages.

• Comprehensive healthcare (medical, dental, vision, prescription drugs, FSAs).

• 401(k) plan.

• Paid time off (PTO) and holidays.

• Paid parental leave.

• Life and disability insurance.

• Employee assistance program (EAP).

• Opportunities for professional development and tuition assistance.

• Remote, home-office work environment.