Help Desk Facilitator

BHS Corrugated, North America is seeking a proactive and customer-focused individual to join our team as a Help Desk Facilitator. In this role, you will be the first point of contact for our customers, providing technical support and creating service tickets. Looking for candidates with technical background for possibility of growth into a technician. This is NOT an IT Help Desk position nor an admin position so please read carefully before applying.

Responsibilities:

• Answer technical calls from customers and perform initial intake.
• Verify callback information, type of call, and details.
• Create service tickets and define urgency.
• Route tickets to the appropriate technical level or department.
• Follow up on open service tickets as needed.
• Assist with ticket management and update customer point-of-contact information.
• Manage safety/information letters, including creating tickets and sending required information to customers.
• Generate requested reports from service cloud.
• Attend meetings as required.
• Assist with service and improvement projects as needed.
• Perform other related duties as assigned.

Requirements:

• Strong oral and written communication skills.
• Understanding of technical terms
• Experience as a technician or familiar with technical/mechancial knowledge
• Customer service focus and ability to interact with employees and management professionally.
• Ability to work independently and as part of a team.
• Availability during business hours (Monday to Friday, 8:00 AM to 4:30 PM EST) with possible overtime.
• Proficient computer skills, including Microsoft Office applications and web-based applications.
• Ability to maintain confidentiality.
• Must be able to pass a background check and drug screen.

Preferred/Recommended:

• Technology proficiency.
• Technical background with corrugator knowledge preferred.
• Ability to withstand long hours in an office/desk environment.

Salary:

$25 - 31hr 

Benefits:

• Competitive salary
• Health insurance
• Retirement plan options
• Paid time off
• Opportunities for advancement and professional development

If you are passionate about providing excellent customer service and have the skills and qualifications outlined above, we encourage you to apply for this exciting opportunity to join our team. Please submit your resume and cover letter detailing your relevant experience and why you are interested in this position to [insert contact information or application link]. We look forward to hearing from you!