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Helpline Coordinator Role
Ref No.: 18-18385
Location: Richmond, Virginia
Helpline Coordinator Role
Richmond, VA
6 Months +


In the past we used the Helpline Coordinator position for basically a Help Line Agent, handling high volume calls (40-50 daily), supporting technical requests via email averaging 30 a day, and knowledgeable of IT related concerns in order to help troubleshoot users on a daily basis.

The new position will be more focused on a Coordinator/Assistant to the Supervisor. The person must have 3+ years of Helpdesk experience in a high volume work environment, technical skills, and troubleshooting capabilities. They must have CA Service Desk experience (3 years) or Service Now Ticketing System experience (3 years). The person must have excellent communication skills and able to communicate well within a team setting. They must be relational, able to show empathy, be a good listener, and understanding when Agents have concerns or escalations. The person should have experience supporting escalated email requests and able to quickly set priorities to each. They should know how to run reports from the system of record, understand SLA's and track performance of the helpdesk group overall. They should know business rules and metrics and have previous team lead exposure or something equivalent.

This person will be taking calls, supporting the email ticketing system, and will be in a support role to help other agents handle difficult calls or ticket requests. The person should have a strong technical background and able to analyze reports and give daily/weekly updates to the team and supervisor.

The assignment is expected to last 6 months but could possibly be extended for the right candidate.