Help Desk Facilitator

BHS Corrugated, North America, is seeking a Help Desk Facilitator who is passionate about customer service and has a strong technical background in industrial or mechanical systems. This is not an IT Help Desk position; rather, we are looking for an experienced industrial technician who is comfortable as the initial interaction for customer's technical issues via telephone and email and managing service tickets. Your expertise will ensure that our customers receive prompt, accurate, and professional support.

Key Responsibilities:

1. Technical Call Intake:

   • Answer technical calls/reply to emails from customers and conduct initial intake.
   • Verify and update customer contact information (name, number, email).
   • Identify the type of call (electrical, mechanical, IT, technical research).
   • Gather details including customer location, machine number, and problem description.
   • Create and categorize service tickets based on the urgency of the issue.
   • Route service tickets to the appropriate technical department or level.
   • Assist the Help Desk Coordinator with managing tickets in the queue.

2. Ticket Management:

   • Follow up on open service tickets as needed to ensure timely resolution.
   • Support the Help Desk Coordinator in managing and prioritizing service tickets.

3. Customer Data Management:

   • Act as the main point of contact for the Customer Support Department by updating customer information in our database.

4. Safety/Information Letters:

   • Assist in managing safety and information letters.
   • Create service tickets and send necessary information to customers.
   • Document and track the status of service tickets for record-keeping.

5. Reporting:

   • Generate requested reports from the service cloud as needed.

6. Meetings & Projects:

   • Attend required meetings, either remotely or in person.
   • Contribute to service and improvement projects as needed.

7. Additional Duties:

   • Perform other related tasks as assigned by management.

Qualifications:

• Ability to interact professionally with employees and management.
• Strong verbal and written communication skills.
• Customer service-oriented with a focus on delivering high-quality support.
• Capable of working independently and collaboratively without direct supervision.
• Available during standard business hours (M-F 8:00 AM to 4:30 PM EST), with potential for overtime.
• Willingness to travel occasionally, as required by BHS Management.
• Proficient with computer systems, including Microsoft Office, web-based applications, and other commonly used software.
• Ability to handle confidential information with discretion.
• Able to pass a background check and drug screen.

Preferred/Recommended:

• We are a technology-driven company, so a tech-savvy mindset is highly preferred.
• A technical background with experience in corrugator operations is a plus.
• Ability to work long hours in an office or desk environment, typically averaging 9-hour workdays.

Salary

• $25-31hr

Why Join BHS Corrugated, North America? This role offers the opportunity to leverage your technical expertise in a customer-facing position, ensuring that our clients receive the highest level of support. You will be a critical link between our customers and technical teams, making a significant impact on service quality and customer satisfaction. If you’re an industrial technician looking for a new challenge outside of the IT realm, we encourage you to apply.