Help Desk/Customer Service Rep

Our client is a full-service provider of document management and workflow automation solutions. By integrating data, business processes, and imaging technologies, the company strengthens clients’ digital infrastructure and optimizes operational efficiency. Their offerings range from simple electronic filing systems to fully customized enterprise content management platforms. This role plays a key role in managing and enhancing relationships with existing government & legal clients. This position is not sales-focused—instead, it centers on delivering exceptional client care, supporting software implementation and maintenance, and ensuring seamless, high-quality service. The ideal candidate is polished, professional, and committed to delivering excellence in every interaction.

Key Responsibilities

• Manage and strengthen relationships with existing government clients, ensuring a consistently high level of service and satisfaction.

• Schedule and coordinate software installation updates across client sites.

• Conduct professional kick-off calls for new client installations and manage implementation timelines from initiation to completion.

• Provide technical assistance, including guiding clients through basic software resets and troubleshooting steps.

• Collaborate with internal teams to resolve issues promptly and efficiently.

• Handle client communications with professionalism, including making outbound calls and responding to inquiries in a timely manner.

• Maintain accurate installation schedules, planned delivery timelines, and service records.

• Contribute to a positive, team-oriented, and growth-focused work environment.

Qualifications

• Minimum of 3 years of relevant work experience.

• Previous help desk or technical support experience preferred.

• Experience working with government clients is a strong plus.

• Excellent problem-solving abilities and sound decision-making skills.

• Confident and professional communication skills, particularly over the phone.

• Strong interpersonal skills with the ability to build rapport and maintain productive client relationships.

• Polished, courteous, dependable, and consistently professional demeanor.

• Service-oriented mindset with enthusiasm for supporting clients and solving problems.

• Interest in software, automation, and emerging technology solutions.