Client Help Desk Representative

Responsibilities

• Provide telephone, email, and online chat support to clients and internal stakeholders.
• Respond to client inquiries regarding marketplace functionality, account maintenance, listings, auctions, removals, reporting, and operational processes.
• Conduct client training and provide guidance on marketplace tools, best practices, and system functionality.
• Ensure all client interactions are accurately documented in the appropriate CRM system.
• Deliver exceptional customer service while identifying and addressing the underlying cause of client concerns.
• Investigate, troubleshoot, and resolve complex client, account, and marketplace issues.
• Analyze issues to determine root cause and coordinate with Product, IT, Operations, Finance, and other departments to achieve resolution.
• Monitor support requests and prioritize workloads based on urgency and business impact.
• Escalate unresolved issues when necessary and maintain communication with stakeholders throughout the resolution process.
• Track recurring issues and identify opportunities to improve operational processes and client experiences.
• Process price adjustments, bid awards, credit reversals, pickup reversals, sales tax removals, and other account-related requests.
• Support account maintenance and account cleanup activities as requested.
• Assist with client reporting requests, audits, and operational reviews.
• Perform quality assurance activities to ensure marketplace accuracy and compliance.
• Support marketplace operations across GovDeals, Bid4Assets, Sierra, and other company platforms.
• Identify trends and recurring issues affecting clients or internal processes.
• Recommend enhancements to workflows, procedures, and support practices.
• Assist with the development and maintenance of standard operating procedures, documentation, and knowledge resources.
• Participate in testing and validation activities related to system enhancements and process improvements.
• Partner with Account Managers, Operations teams, Product teams, IT, Finance, and Customer Service to resolve issues and support business initiatives.