Remote Helpdesk Coordinator for Issue Resolution

International Workplace Group plc; Addison (TX); Remote; USD 42,000 - 66,000; Full time

Job summary

International Workplace Group plc is seeking a Remote Support Centre Helpdesk Coordinator to join our Americas operations. You will resolve issues from initial review through final outcome, coordinating with regional teams and related departments to ensure timely resolutions and maintain strong customer relationships.

You will work within North America time zones, supporting centre teams, reviewing charges, and guiding with approved resources.

Qualifications

• Thorough knowledge of day-to-day centre operations and IWG products, services and operational processes.
• Strong customer service judgement, with the ability to investigate problems, evaluate evidence and pursue practical solutions.
• Clear written and verbal communication, including the ability to explain processes and set realistic expectations.
• Ability to manage competing priorities, maintain detailed records and follow through across multiple teams.
• Sound commercial judgement when reviewing charges, credits and customer concerns, with respect for approval limits.
• Confidence using operational systems, shared knowledge resources and case management tools.
• Ability to work independently in a remote team and build productive relationships across regions and departments.

Responsibilities

• Manage assigned requests through the approved helpdesk channel, assess customer and business impact, and maintain accurate case records, priorities and next steps.
• Own follow-up through to final resolution, including cases requiring action from another department. Keep centre teams updated and confirm the outcome before closing the case.
• Investigate operational, account and customer service issues. Translate GSC responses and requirements into clear actions and provide the information needed to progress stalled cases.
• Coordinate escalations involving IT, internet connectivity, unpaid supplier invoices and other service interruptions with the responsible specialist teams.
• Review relevant account information, charges and supporting evidence before recommending credits or adjustments. Identify missed charges or inconsistencies and route corrections through approved processes.
• Resolve routine matters within documented authority and elevate exceptions, higher risk issues and decisions outside that authority to the appropriate leader.
• Provide practical guidance using approved IWG Academy and knowledge resources. Support routine document requests and route legal questions to the designated regional or Legal owner.

Skills

Customer service

Case management

Communication skills

Remote work

Prioritization

Tools

Case management systems

CRM software

Job description

International Workplace Group plc is seeking a Remote Support Centre Helpdesk Coordinator to join our Americas operations. You will resolve issues from initial review through final outcome, coordinating with regional teams and related departments to ensure timely resolutions and maintain strong customer relationships.

You will work within North America time zones, supporting centre teams, reviewing charges, and guiding with approved resources.