Coordinator, Service Provider Helpdesk

Job Details Job Location Los Angeles Office - Los Angeles, CA Secondary Job Location(s) Atlanta Corporate - Atlanta, GA; Sacramento Office - Sacramento, CA; San Diego Office - San Diego, CA Remote Type Fully Remote Position Type Full Time Education Level High School Salary Range $20.00 - $25.00 Hourly Travel Percentage None Description Are you organized, detail-oriented, and passionate about delivering exceptional support? Join Esquire as a Coordinator, Service Provider Helpdesk-a vital role where you'll ensure our service providers receive professional, high-level support and guidance. This is NOT an IT Helpdesk role. Why Choose Esquire? Esquire is a leader in legal support services, known for innovation, professionalism, and delivering exceptional quality. As part of our team, you'll gain the opportunity to work in a dynamic environment where collaboration, problem-solving, and continuous improvement are valued. We empower our employees to make a difference and support our service providers in delivering outstanding results. About the Role As a Coordinator, Service Provider Helpdesk, you'll be responsible for managing service provider inquiries, resolving issues within established guidelines, and maintaining high satisfaction and engagement. You'll collaborate with internal teams and provide guidance and support to ensure smooth operations and effective communication across the network. Key Responsibilities • Handle service provider calls, tickets, and emails professionally and efficiently • Communicate challenges to stakeholders to increase service provider satisfaction and retention • Work collaboratively across the Service Provider Relations department to address concerns and needs • Assist with facilitating training sessions for newly onboarded service providers • Accurately update service provider records in NetSuite upon onboarding or changes • Resolve invoicing and pay-related questions and discrepancies • Build and maintain strong relationships with all service provider resources (court reporters, affiliates, videographers, and interpreters) • Assist with testing updates and enhancements in the Service Provider Dashboard and portal • Provide support to team members with service provider-related questions • Perform other duties as assigned What You'll Need • Skills: Excellent interpersonal, verbal, and written communication, organizational skills, and attention to detail; strong problem-solving, research, and follow-up abilities • Experience: 1-2 years of client service or related experience in an office setting • Technical: Ability to use NetSuite and coach others on system issues • Education: High school diploma required; Associate's degree a plus • Personal Attributes: Ability to multitask, shift priorities, work under pressure, and maintain professionalism • Other Requirements: Commitment to company objectives and regular, reliable attendance What Success Looks Like • High service provider satisfaction and retention • Efficient handling of call and ticket queue volume and statistics • Maintaining workflow efficiency and meeting assigned deadlines Work Environment This role is remote with a 11am - 8pm EST work schedule. You'll thrive in a fast-paced, high-volume environment where collaboration and attention to detail are critical. Don't meet every single requirement? We're committed to building a diverse and inclusive workplace. If you're excited about this role but your experience doesn't align perfectly, we still encourage you to apply-you may be just the right person for this or other opportunities. Equal Opportunity & Accommodations: Esquire Deposition Solutions policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. Esquire Deposition Solutions is committed to fair hiring practices. Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable laws, including but not limited to the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and the Los Angeles County Fair Chance Ordinance. We also comply with similar laws in other jurisdictions where we operate. If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request reasonable accommodation. You can submit your request to [email protected].