Helpdesk Coordinator - Zendesk

Effective People is seeking US-based Support Services Coordinator to join our support team. This entry level position will assist in managing incoming tickets to the Helpdesk at the direction of the Effective People Support Manager. This role will collaborate with the consulting team, interface with the client, consultant team members, and senior management to meet both clients and company expectations. The Support Services Coordinator will be a detail-oriented person who thrives in a fast past environment.

Role and Responsibilities:

* Monitor and manage incoming helpdesk tickets via email.

* Data entry to include updating ticket statuses, time entries and activity notes.

* Assess and categorize support requests based on urgency and subject matter.

* Assign tickets to appropriate consultants based on client needs.

* Communicate clearly with clients to confirm receipt of tickets and provide updates as needed.

* Track ticket progress to ensure timely resolution.

* Escalate issues when necessary and ensure proper documentation of all interactions.

* Capable of wearing multiple hats simultaneously

* Ability to collaborate with consultants, external partners, and clients.

* Maintain accurate records and contribute to helpdesk reporting and metrics.

Qualifications:

Required:

* High school diploma or equivalent.

* Detailed and results-oriented individuals take the initiative to solve problems.

* Ability to communicate with team members and clients concisely and confidently, both verbal and written.

* Ability to work both independently and within a team environment.

* Ability to work creatively and analytically in a problem-solving, fast-paced environment.

* Ability to work closely with multiple internal and external organizations.

* US Citizen or Green Card.

* Able to pass background checks and public trust clearance if/when needed for assignments.

* Client focused mindset with a willingness to learn and grow.

* Ability to work 100% remotely and independently with minimal supervision

Preferred:

* Comfortable with basic office software, Microsoft Suite.

* Experience in customer service or administrative support.

* Familiar with helpdesk software.

* Basic understanding of technical terminology or service workflows.

PHYSICAL REQUIREMENTS

General physical requirements needed to perform the essential functions of this job may vary based on location of assignment.

Assignment Location - Remote or Local Office

• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• Fingering (typing), communicating, repetitive motions.
• Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.
• Inside environmental conditions with protection from outside elements.

At GP Strategies Government Solutions culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies Government Solutions is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.