NWN: Customer Success Center Coordinator
271 Waverley Oaks Rd.
Waltham, MA 02452

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For more than 25 years our clients and partners have trusted us to improve their operational efficiency and productivity, manage their business risk, and provide them with a predictable cost model. Today we deliver exceptional customer experiences for 1,300 of the largest organizations across the USA.

NWN is looking for a Service Desk Coordinator to join our team in Waltham, MA. This is a full time position with full benefits.

The scope of essential job responsibilities includes but is not limited to:

  • Work with end-users to understand, triage, and repair their issues.
  • Log in/out of phone system at beginning/end of shift and maintain "Ready state in phone queue.
  • Troubleshoot/resolve end-user issues via phone and remote management tools.
  • Create, escalate and close cases within dictated Service Level Agreements.
  • Communicate and share issue resolution in a customer oriented fashion.
  • Creates, maintains, and adheres to documentation for knowledgebase.
  • Provide customer satisfaction in the area of desktop services in a timely fashion.
  • Diagnose technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures.
  • Works in an environment of multiple shifting priorities.

The scope of additional job responsibilities includes but is not limited to: 

  • Perform other duties as directed.
  • Maintains safe work environment by following company codes, standards, and legal regulations.
  • Enhances department and organization reputation by accepting ownership for accomplishing new and
  • different requests; exploring opportunities to add value.
  • Maintains customer rapport by listening to and resolving concerns, answering questions.

The successful candidate for this position will meet these minimum requirements: 

  • 0-2 years of work experience.
  • Understanding of basic operating systems and desktop hardware.
  • Able to present point of view.
  • Manages different audience needs with a customer-focused orientation.
  • This individual works effectively in both a small team environment as well as a part of a larger team.
  • He/She demonstrates strong interpersonal skills as well as technical troubleshooting skills.
  • Ability and desire to quickly learn new technologies and concepts
  • Travel may be required.
  • Work a flexible work schedule including nights, weekends, and holiday shifts
  • Strong oral and written communication
  • Strong interpersonal skills
  • Ability to work well in a team environment

The following qualifications are ideal, but not required:

  • Certificates from Microsoft, Cisco or technology companies strongly desired.
Full-time