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


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.