Coordinator, Service Provider Helpdesk
Coordinator, Service Provider Helpdesk
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Job Description
Job Details
Description
Are you organized detail-oriented and passionate about delivering exceptional support
Join Esquire as a Coordinator Service Provider Helpdeska vital role where youll ensure our service providers receive professional high-level support and guidance.
Why Choose Esquire
Esquire is a leader in legal support services known for innovation professionalism and delivering exceptional quality. As part of our team youll gain the opportunity to work in a dynamic environment where collaboration problem-solving and continuous improvement are valued. We empower our employees to make a difference and support our service providers in delivering outstanding results.
About the Role
As a Coordinator Service Provider Helpdesk youll be responsible for managing service provider inquiries resolving issues within established guidelines and maintaining high satisfaction and engagement. Youll collaborate with internal teams and provide guidance and support to ensure smooth operations and effective communication across the network.
Key Responsibilities
- Handle service provider calls tickets and emails professionally and efficiently
- Communicate challenges to stakeholders to increase service provider satisfaction and retention
- Work collaboratively across the Service Provider Relations department to address concerns and needs
- Assist with facilitating training sessions for newly onboarded service providers
- Accurately update service provider records in NetSuite upon onboarding or changes
- Resolve invoicing and pay-related questions and discrepancies
- Build and maintain strong relationships with all service provider resources (court reporters affiliates videographers and interpreters)
- Assist with testing updates and enhancements in the Service Provider Dashboard and portal
- Provide support to team members with service provider-related questions
- Perform other duties as assigned
What Youll Need
- Skills: Excellent interpersonal verbal and written communication organizational skills and attention to detail; strong problem-solving research and follow-up abilities
- Experience: 12 years of client service or related experience in an office setting
- Technical: Ability to use NetSuite and coach others on system issues
- Education: High school diploma required; Associates degree a plus
- Personal Attributes: Ability to multitask shift priorities work under pressure and maintain professionalism
- Other Requirements: Commitment to company objectives and regular reliable attendance
What Success Looks Like
- High service provider satisfaction and retention
- Efficient handling of call and ticket queue volume and statistics
- Maintaining workflow efficiency and meeting assigned deadlines
Work Environment
This role is remote with a 11am - 8pm EST work schedule. Youll thrive in a fast-paced high-volume environment where collaboration and attention to detail are critical.
Dont meet every single requirement
Were committed to building a diverse and inclusive workplace. If youre excited about this role but your experience doesnt align perfectly we still encourage you to applyyou may be just the right person for this or other opportunities.
Equal Opportunity & Accommodations:
Esquire Deposition Solutions policy is to provide equal employment opportunities to all applicants and employees without regard to race color religion creed gender gender identity or expression age national origin or ancestry citizenship disability sexual orientation marital status pregnancy veteran status membership in the uniformed services genetic information or any other basis protected by applicable law.
Esquire Deposition Solutions is committed to fair hiring practices. Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable laws including but not limited to the California Fair Chance Act the Los Angeles Fair Chance Initiative for Hiring Ordinance and the Los Angeles County Fair Chance Ordinance. We also comply with similar laws in other jurisdictions where we operate.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability you have the right to request reasonable accommodation. You can submit your request to .
Required Experience:
IC
Employment Type
Full-Time
