Client Help Desk Representative

Liquidity Services•Bethesda, AL

2d•Remote

About The Position

The Help Desk Analyst provides advanced client support and operational assistance for GovDeals, Bid4Assets, Sierra, and related marketplaces. This role serves as a primary point of contact for clients, Account Managers, and internal stakeholders, resolving complex account, operational, and system-related issues while delivering exceptional customer service. The Help Desk Analyst combines strong client service skills with analytical problem-solving to investigate issues, identify root causes, coordinate resolutions across departments, and improve the overall client experience. This position requires a thorough understanding of marketplace operations, policies, procedures, and support processes and works independently to resolve a broad range of client and operational challenges.

Requirements

Associate degree in communications, business, or a related field required; an equivalent combination of education and experience may be considered.
Minimum of four (4) years of customer service, client support, account support, help desk, or operational support experience required.
Proficiency with Microsoft Office applications, CRM systems, and support ticketing platforms.
Ability to learn and adapt to new technologies, systems, and processes.
Employees must reside in an area with reliable high-speed internet service and cellular phone coverage and must ensure a quiet distraction-free work environment during business hours.

Nice To Haves

Bachelor’s degree preferred.
Preferred experience supporting web-based applications, SaaS platforms, online marketplaces, or technology-enabled services.
Experience troubleshooting operational, account, and system-related issues in a customer-facing environment preferred.
Demonstrated ability to manage complex client issues and work effectively across multiple departments.
Strong customer service and relationship management skills.
Excellent troubleshooting and problem-solving abilities.
Ability to analyze issues, identify root causes, and recommend effective solutions.
Strong verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Detail-oriented with strong organizational and follow-through skills.
Ability to work independently and exercise sound judgment.

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.
Provide operational expertise and system knowledge to support organizational goals.
Participate in special projects and other duties as assigned.