Remote Helpdesk & Operations Coordinator

Iwg Plc; Addison (IL); Remote; USD 40,000 - 54,000; Full time

Job summary

IWG plc is seeking a Support Centre Helpdesk Coordinator to support North America from a remote location. Reporting to the Operations Manager - Americas, this role aligns with Central Region business hours and ensures swift resolution of customer service issues.

You will work with the Global Service Centre, coordinate escalations, review charges or credits when needed, and maintain case records, aiming to protect revenue and improve customer satisfaction.

Qualifications

• Experience in day-to-day centre operations and service processes.
• Strong written and verbal communication; able to set expectations.
• Ability to manage multiple priorities and follow through with teams.
• Sound judgement when reviewing charges and credits.

Responsibilities

• Manage assigned helpdesk requests through channel, assess impact, and track next steps.
• Own follow-up to final resolution, including inter-team escalations.
• Investigate issues and translate requirements into clear actions.
• Coordinate escalations with IT, connectivity, and other specialists.
• Review account information and advise on credits or adjustments.
• Resolve routine matters within authority; escalate exceptions.
• Provide guidance using approved knowledge resources and route legal questions.

Skills

Centre operations knowledge

Customer service judgement

Clear communication

Prioritisation

Commercial judgement

Remote work capability

Cross-regional collaboration

Job description

IWG plc is seeking a Support Centre Helpdesk Coordinator to support North America from a remote location. Reporting to the Operations Manager - Americas, this role aligns with Central Region business hours and ensures swift resolution of customer service issues.

You will work with the Global Service Centre, coordinate escalations, review charges or credits when needed, and maintain case records, aiming to protect revenue and improve customer satisfaction.