Client Help Desk Representative

🕒 Agosto 24

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $18 - $22 / hora

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Suporte de TI

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Liquidity Services

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1999

📦 Logística

🏪 Marketplace

🛍️ Comércio Eletrônico

Logistics • Marketplace • eCommerce

A Liquidity Services é um marketplace online e empresa de recuperação de ativos que ajuda organizações a monetizar ativos excedentes, devolvidos, obsoletos e usados por meio de leilões, vendas diretas e serviços de liquidação gerenciada. A empresa oferece soluções para os setores industrial, varejista e governamental, incluindo avaliação de ativos, gestão de devoluções, autoatendimento para vendedores de e-commerce e marketing para maximizar a recuperação em centenas de categorias de ativos. A Liquidity Services opera múltiplos marketplaces e plataformas, atendendo milhares de vendedores e milhões de compradores em todo o mundo para converter ativos excedentes em dinheiro.

Descrição

• Provide telephone, email, and online chat support to clients and internal stakeholders • Respond to inquiries regarding marketplace functionality, account maintenance, listings, auctions, removals, reporting, and operational processes • Conduct client training and provide guidance on marketplace tools, best practices, and system functionality • Document client interactions accurately in the CRM system • Investigate, troubleshoot, and resolve complex client, account, marketplace, operational, and system issues • Analyze issues, identify root causes, and coordinate resolutions with Product, IT, Operations, Finance, Account Managers, and other departments • Monitor support requests and prioritize workloads based on urgency and business impact • Escalate unresolved issues and maintain stakeholder communication throughout resolution • Track recurring issues and recommend improvements to operational processes and client experiences • Process price adjustments, bid awards, credit reversals, pickup reversals, sales tax removals, and other account-related requests • Support account maintenance, account cleanup, reporting requests, audits, and operational reviews • Perform quality assurance activities to ensure marketplace accuracy and compliance • Support operations across GovDeals, Bid4Assets, Sierra, and other company platforms • Develop and maintain standard operating procedures, documentation, and knowledge resources • Participate in testing and validation for system enhancements and process improvements • Participate in special projects and other assigned duties • Provide no supervisory responsibilities

🎯 Requisitos

• Associate degree in communications, business, or a related field required; an equivalent combination of education and experience may be considered • Minimum of four (4) years of customer service, client support, account support, help desk, or operational support experience required • Preferred experience supporting web-based applications, SaaS platforms, online marketplaces, or technology-enabled services • Experience troubleshooting operational, account, and system-related issues in a customer-facing environment preferred • Demonstrated ability to manage complex client issues and work effectively across multiple departments • Strong customer service and relationship management skills • Excellent troubleshooting and problem-solving abilities • Ability to analyze issues, identify root causes, and recommend effective solutions • Strong verbal and written communication skills • Ability to manage multiple priorities in a fast-paced environment • Detail-oriented with strong organizational and follow-through skills • Ability to work independently and exercise sound judgment • Proficiency with 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 • Quiet, distraction-free work environment during business hours • Ability to work primarily from a remote home office and use standard office equipment • Ability to communicate effectively via video, phone, and electronic communication • Occasional travel availability, up to 10%

🏖️ Benefícios

• Annual discretionary bonus • Competitive wages • 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) • Professional development and tuition assistance • Remote, home-office work environment