FULL_TIME

FEED

YEAR

The person who succeeds here is a builder and someone who can take a blank page and produce something genuinely useful, whether that's a QA scorecard, a training video, or a rewritten SOP that agents actually read. Own the macro library in Gorgias (our CRM) — updating, retiring, and creating macros as processes evolve, products change, or quality data reveals gaps.

<p style="line-height:1.2;margin-top:20px;margin-bottom:5px">Benefits</p><ul><li style="list-style-type:disc">Healthcare coverage that includes medical, dental, and vision plans</li><li style="list-style-type:disc">Health Savings Account eligibility</li><li style="list-style-type:disc">Short-term disability plan is available after the 30-day waiting period</li><li style="list-style-type:disc">Free 24/7 access to TextCare for medical support</li><li style="list-style-type:disc">Retirement plan with employer match, available after six months for employees age 21 or older</li><li style="list-style-type:disc">Paid parental leave</li><li style="list-style-type:disc">Paid time off, accrued bi-weekly</li></ul><p style="line-height:1.2;margin-top:20px;margin-bottom:5px"><br/><br/>ABOUT THIS ROLE</p> <p style="line-height:1.2;margin-top:4px;margin-bottom:4px">The Quality & Compliance Manager is a new function at Legacybox, and one of the most important ones we're building. This person sees the full picture: what agents are doing, what they should be doing, and how to close the gap. They audit calls and tickets. They build the materials that help agents get better. They own the systems — SOPs, macros, training modules — that make our team consistent and scalable.</p> <p style="line-height:1.2;margin-top:4px;margin-bottom:4px">You are the driving force behind raising best-in-class standards.</p><p style="line-height:1.2;margin-top:20px;margin-bottom:5px">WHAT YOU'LL OWN</p><p style="line-height:1.2;border-bottom:solid #c8a951 0.5pt;margin-top:5px;margin-bottom:13px;padding:0pt 0pt 1pt 0pt"/><p style="line-height:1.2;margin-top:11px;margin-bottom:4px">Quality Assurance</p><ul><li style="list-style-type:disc">Conduct regular QA evaluations across phone, email, and chat interactions,  evaluating for tone, accuracy, completeness, and compliance.</li><li style="list-style-type:disc">Deliver scored evaluations and qualitative feedback to Team Leads, with clear coaching context.</li><li style="list-style-type:disc">Build and maintain QA scorecards and rubrics that reflect Legacybox's brand voice and service standards.</li><li style="list-style-type:disc">Produce recurring QA performance reports for the VP of CX: team-level and individual-level trends, flagged patterns, and recommendations.</li><li style="list-style-type:disc">Flag systemic quality issues as they emerge — if five agents are getting the same thing wrong, that's a training gap, not five individual problems.</li></ul> <p style="line-height:1.2;margin-top:8px;margin-bottom:4px">Compliance & Ticket Auditing</p><ul><li style="list-style-type:disc">Audit tickets and call recordings for compliance, with particular focus on over-the-phone order processing — ensuring PCI, data handling, and internal procedure standards are met.</li><li style="list-style-type:disc">Maintain a compliance audit log and escalate findings to the VP of CX when issues require action.</li><li style="list-style-type:disc">Partner with Team Leads and management to ensure compliance requirements are understood at the agent level — not just documented, but practiced.</li></ul> <p style="line-height:1.2;margin-top:8px;margin-bottom:4px">Macros, SOPs & Documentation</p><ul><li style="list-style-type:disc">Own the macro library in Gorgias (our CRM) — updating, retiring, and creating macros as processes evolve, products change, or quality data reveals gaps.</li><li style="list-style-type:disc">Write, maintain, and organize SOPs for all support tracks (phone, chat, and email). SOPs should be clear, searchable, and actually used.</li><li style="list-style-type:disc">Work with Team Leads to capture tribal knowledge and formalize it so agents can find it.</li><li style="list-style-type:disc">Conduct periodic SOP audits to ensure documentation reflects the current process, not last year's.</li></ul> <p style="line-height:1.2;margin-top:8px;margin-bottom:4px">Training, Onboarding & Development</p><ul><li style="list-style-type:disc">Own the onboarding program for new agents — from day one structure through ramp, ensuring new hires feel prepared and supported before they touch the live queue.</li><li style="list-style-type:disc">Create and maintain training materials: written guides, slide decks, video walkthroughs, and structured learning modules.</li><li style="list-style-type:disc">Facilitate re-training sessions for agents on a performance improvement track,  approaching this with coaching energy, not punitive energy.</li><li style="list-style-type:disc">Identify training opportunities proactively from QA data, ticket trends, and lead feedback.</li><li style="list-style-type:disc">Keep training materials current as products, processes, and brand voice direction evolve.</li></ul> <p style="line-height:1.2;margin-top:20px;margin-bottom:5px">THE TECH STACK YOU'LL WORK IN</p><p style="line-height:1.2;border-bottom:solid #c8a951 0.5pt;margin-top:5px;margin-bottom:13px;padding:0pt 0pt 1pt 0pt"/><p style="line-height:1.2;margin-top:4px;margin-bottom:4px">This role requires genuine comfort with technology — not just as a user, but as someone who can build things in it. You'll need to be fluent across:</p> <ul><li style="list-style-type:disc">Gorgias (our CRM)</li><li style="list-style-type:disc">Google Suite (particularly Docs, Slides, and Sheets)</li><li style="list-style-type:disc">Loom or equivalent screen-recording for training. </li><li style="list-style-type:disc">Basic video editing</li><li style="list-style-type:disc">Learning module tools</li><li style="list-style-type:disc">Aircall or equivalent phone platform</li></ul> <p style="line-height:1.2;margin-top:4px;margin-bottom:4px">You don't need to be an engineer. But you should be the kind of person who figures things out, learns new software fast, and builds things that look professional and work reliably.</p> <p style="line-height:1.2;margin-top:20px;margin-bottom:5px">EXPERIENCE & QUALIFICATIONS</p><p style="line-height:1.2;border-bottom:solid #c8a951 0.5pt;margin-top:5px;margin-bottom:13px;padding:0pt 0pt 1pt 0pt"/><ul><li style="list-style-type:disc">3+ years in a CX, contact center, or support operations role or learning and development role</li><li style="list-style-type:disc">Demonstrated QA experience; you've evaluated interactions, built scorecards, and delivered feedback to agents or leads</li><li style="list-style-type:disc">Experience writing SOPs, process documentation, or operational guides that people actually use</li><li style="list-style-type:disc">Strong written communication; your documentation is clear, not just thorough</li><li style="list-style-type:disc">Comfort with compliance concepts in a customer-facing context (PCI, phone order handling, data handling best practices)</li><li style="list-style-type:disc">Proficiency in Google Slides, PowerPoint, or equivalent; you can build a polished deck, not just fill in a template</li><li style="list-style-type:disc">Experience creating training content: slide decks, written guides, recorded walkthroughs, or structured modules</li><li style="list-style-type:disc">Ability to work cross-functionally with Team Leads and report upward to the VP of CX</li></ul> <p style="line-height:1.2;margin-top:7px;margin-bottom:4px">Bonus Points For:</p><ul><li style="list-style-type:disc">Teaching, instructional design, or L&D background</li><li style="list-style-type:disc">QA lead or QA analyst title in a previous role</li><li style="list-style-type:disc">Experience in an e-commerce, DTC, or high-volume support environment</li><li style="list-style-type:disc">Familiarity with Gorgias or similar CX helpdesk platforms</li><li style="list-style-type:disc">Video editing experience and comfort in producing polished training videos</li></ul> <p style="line-height:1.2;margin-top:20px;margin-bottom:5px">HOW THIS ROLE FITS THE TEAM</p><p style="line-height:1.2;border-bottom:solid #c8a951 0.5pt;margin-top:5px;margin-bottom:13px;padding:0pt 0pt 1pt 0pt"/><p style="line-height:1.2;margin-top:4px;margin-bottom:4px">This is an individual contributor role, with the potential to manage a larger QA team as we grow. You report directly to the VP of CX. You work in close collaboration with our Team Leads and Managers, who manage the day-to-day agent experience. You give them better data, better tools, and better materials so they can coach more effectively.</p> <p style="line-height:1.2;margin-top:4px;margin-bottom:4px">Agents don't report to you, but they'll know your name. Your scorecards, your SOPs, your training modules, these shape how every agent on this team does their job.</p> <p style="line-height:1.2;margin-top:20px;margin-bottom:5px">WHAT THIS ROLE IS NOT</p><p style="line-height:1.2;border-bottom:solid #c8a951 0.5pt;margin-top:5px;margin-bottom:13px;padding:0pt 0pt 1pt 0pt"> </p><p style="line-height:1.2">This is not a purely administrative or clerical documentation role. The person who succeeds here is a builder and someone who can take a blank page and produce something genuinely useful, whether that's a QA scorecard, a training video, or a rewritten SOP that agents actually read.</p> <p style="line-height:1.2;margin-top:4px;margin-bottom:4px">If you've spent time in quality, training, or CX operations and felt like you could do so much more if someone just gave you the scope,  this is that job.</p> <p style="line-height:1.2;margin-top:20px;margin-bottom:5px"/><p>Powered by JazzHR</p>

LegacyBox

Quality and Compliance Manager

Administrative Skills

Analysis Skills

Auditing

Best Practices

Call Centers

Coaching

Content Development

Cross-Functional

Customer Relations

Customer Relationship Management (CRM)

Dental Insurance

Documentation

Editing

Health Plan

Help Desk

Instructional Design

Maintain Compliance

Medical Office Administration

Microsoft PowerPoint

Onboarding

Operational Support

Order Processing

Performance Analysis

Performance Management

Quality Assurance

Quality Management

Regulatory Compliance

Retirement Plan

Scorecarding

Standard Operating Procedures (SOP)

Training/Teaching

Training/Teaching Materials

Video Editing

Vision Plan

Writing Skills

eCommerce

partner JazzHR

UNKNOWN

The Coordinator, Help Desk is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques. Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs.

<p>We have an opening for a <strong>Help Desk Coordinator</strong> at our Chattanooga State campus!</p><p>Our Purpose - We support and empower everyone in our community to learn without limits.</p><p>Our Values: </p><p>We cultivate a welcome and supportive environment.</p><p>We care about the well-being of each other.</p><p>We instill trust through integrity and transparency.</p><p>We encourage fearless innovation and resilience.</p><p>We collaborate to build a better future.</p><p>Our Mission - We are Chattanooga State, a dedicated team that delivers accessible, innovative learning opportunities that surpass expectations.  Together, we enrich the lives of students, and their families; develop a talented workforce; and partner with our community to lead boldly into the future.</p><div><div><p>POSITION SUMMARY </p></div><div><p>The Coordinator, Help Desk oversees daily Tier I technical support operations and leads a team of approximately ten Help Desk specialists. This role ensures prompt, high-quality technology support for students, faculty, and staff while maintaining a service-oriented culture. The Coordinator, Help Desk is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques. The position includes operational leadership, workflow management, staff coaching, and continual improvement of support processes.  </p></div><div><p>POSITION OBJECTIVES </p></div><div><p>Holistic Student Support </p></div><div><ul><li><p>Ensures timely and accurate resolution of Tier I support requests across phone, email, chat, and in-person channels. </p></li></ul></div><div><ul><li><p>Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs. </p></li></ul></div><div><ul><li><p>Maintains a positive and empathetic approach when addressing diverse student and faculty needs. </p></li></ul></div><div><ul><li><p>Monitors ticket queues daily, reassigns work as needed, and personally resolves tickets to maintain service standards. </p></li></ul></div><div><p>Teaching Excellence </p></div><div><ul><li><p>Supports faculty and staff by ensuring reliable access to instructional technology and standard computing resources. </p></li></ul></div><div><ul><li><p>Coordinates with media, networking, and systems teams to escalate issues beyond Tier I scope. </p></li></ul></div><div><ul><li><p>Helps maintain knowledge base articles and user documentation that promote effective use of college technology resources. </p></li></ul></div><div><ul><li><p>Provides coaching and training to Help Desk staff on communication, troubleshooting steps, and customer service excellence.  </p></li></ul></div><div><p>Program Innovation </p></div><div><ul><li><p>Identifies common problems and recurring service issues; proposes process improvements or technology solutions to reduce incident volume. </p></li></ul></div></div><div><div><ul><li><p>Collaborates with academic and administrative departments to understand upcoming needs and plan support strategies. </p></li></ul></div><div><ul><li><p>Participates in discussions related to technology planning, user experience enhancements, and service optimization. </p></li></ul></div><div><p>Fiscal Stewardship </p></div><div><ul><li><p>Ensures proper documentation of support activity, asset updates, and user interactions in the ticketing system. </p></li></ul></div><div><ul><li><p>Reviews metrics such as ticket volume, response times, and customer satisfaction to guide staffing and workflow adjustments. </p></li></ul></div><div><ul><li><p>Helps implement standard operating procedures for incident intake, triage, escalation, and closure. </p></li></ul></div><div><ul><li><p>Ensures Help Desk hardware, accessories, and peripheral equipment are properly maintained and inventoried. </p></li></ul></div><div><p>Organizational Culture </p></div><div><ul><li><p>Establish and maintain an atmosphere of respect, responsibility, and responsiveness throughout the span of care. </p></li></ul></div><div><ul><li><p>Organize staff development opportunities with explicit connection to the College's purpose, values, mission, and strategic themes. </p></li></ul></div><div><ul><li><p>Provide technological support for events across the entire organization. </p></li></ul></div><div><p> </p></div><div><p>KNOWLEDGE, SKILLS, AND ABILITIES </p></div><div><p> </p></div><div><p>Knowledge </p></div><div><ul><li><p>Knowledge of Help Desk operations, ticketing workflows, and customer service principles. </p></li></ul></div><div><ul><li><p>Knowledge of basic troubleshooting for Windows, macOS, productivity applications, learning management systems, and account access issues. </p></li></ul></div><div><ul><li><p>Knowledge of ITIL or similar service management best-practice frameworks preferred. </p></li></ul></div></div><div><div><p>Skills </p></div><div><ul><li><p>Skill in communicating clearly and effectively in both written and verbal formats. </p></li></ul></div><div><ul><li><p>Skill in leading teams, mentoring staff, and resolving conflict constructively. </p></li></ul></div><div><ul><li><p>Skill in organizing work and prioritizing responsibilities in a high-volume support environment. </p></li></ul></div><div><ul><li><p>Skill in using collaboration platforms such as Microsoft Teams.  </p></li></ul></div><div><p>Abilities </p></div><div><ul><li><p>Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations. </p></li></ul></div><div><ul><li><p>Ability to analyze problems quickly and determine appropriate escalation paths. </p></li></ul></div><div><ul><li><p>Ability to manage multiple priorities and deadlines effectively. </p></li></ul></div><div><ul><li><p>Ability to build trust and maintain effective working relationships across campus. </p></li></ul></div><div><ul><li><p>Ability to maintain confidentiality and exercise sound judgment. </p></li></ul></div><div><ul><li><p>Ability to work flexible hours as needed during peak support periods or special events. </p></li></ul></div><div><p>Physical Requirements </p></div><div><ul><li><p>Ability to lift and carry up to 30 pounds. </p></li></ul></div><div><ul><li><p>Occasional standing, walking, or travel across multi-building campus locations. </p></li></ul></div><div><ul><li><p>Occasional non-standard work hours for urgent issues or campus events. </p></li></ul></div><div><p>Special Requirements </p></div><div><ul><li><p>Valid driver's license (if campus travel is required). </p></li></ul></div></div><div><div><ul><li><p>Background check as required by college policy. </p></li></ul></div><div><p>QUALIFICATIONS  </p></div><div><p>Education and Experience </p></div><div><ul><li><p>Associate’s degree required; bachelor’s degree in information technology, computer science, or a related field preferred. </p></li></ul></div><div><ul><li><p>Minimum of three years of experience in technical support or help desk operations required. </p></li></ul></div><div><ul><li><p>Minimum of one year of supervisory or team lead experience required. </p></li></ul></div><div><ul><li><p>Higher education experience preferred. </p></li></ul><p><strong>Salary Range: $48,572 - $60,715</strong></p></div></div>

TNBR Careers

Help Desk Coordinator

Communication Skills

Computer Science

Conflict Resolution

Continuous Improvement

Customer Satisfaction

Customer Support/Service

Driver's License

Educational Administration

Educational Technology

Equipment Maintenance/Repair

Establish Priorities

ITIL (IT Infrastructure Library)

Identify Issues

Incident Management

Information Technology & Information Systems

Inventory Management

Leadership

Learning Management System (LMS)

Lift/Move 30 Pounds

Mac Operating System

Mentoring

Metrics

Microsoft Product Family

Microsoft Windows System Administration

Multitasking

Needs Assessment

Network Systems

Organizational Culture

Organizational Skills

Peripheral Hardware

Physical Demands

Problem Solving Skills

Procedure Implementation

Process Improvement

Software Administration

Stewardship

Strategic Planning

Support Documentation

Team Lead/Manager

Team Player

Technical Support

Time Management

User Interface/Experience (UI/UX)

Willing to Travel

PageUp

ADAPTED_NOW

Coordinate with the IT Service Desk in how best to handle incident tickets and assist with L1.5 support issues related to end users or local IT PC installation issues. Assists more-senior Local IT team members, OT and Information Security leaders with reviewing and evaluating business technology needs, security, and systems requirements.

<p><b>Job Title: Desktop Support<br/>Location: Dalton, GA (Onsite)<br/>Type: Contract</b></p><p><b></b></p><p><b> Job Description:</b></p><p>Provide PC refresh Services and Tool Deployment</p><p><b> Operations:</b></p><p> Assist Local IT by installing ManageEngine, Crowd strike and Splunk on company owned equipment.</p><p> Assist Local IT to refresh 152 computers to company standards at the aforementioned sites</p><p>Coordinate with the IT Service Desk in how best to handle incident tickets and assist with L1.5 support issues related to end users or local IT PC installation issues.</p><p>Assist Local IT in additional infrastructure deployments at the four Dalton, GA sites</p><p>Assists more-senior Local IT team members, OT and Information Security leaders with reviewing and evaluating business technology needs, security, and systems requirements</p><p><b>Administration</b></p><p>Using the SNOW Platform, assist the regional Local IT team in the managing of tickets, including supporting XLA goals and objectives.</p><p>Keep Local IT Leadership team informed of remote site risks identified. Liaison with the various Local IT support channels for any L3 incident management.</p><p/><p><br/><br/><br/><br/><br/><br/><br/><em>Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.</em></p>

Diverse Linx

Desktop Support

Coordinates office supply orders for the third floor of the Education Support Center and shares orders with the Business Department for completion. Inventories, tags, logs, and maintains a database on new equipment purchased by the Technology Department and other departments as needed.

<h4>TITLE                               Administrative Assistant for Innovation and SIS</h4><h5>QUALIFICATIONS</h5><ol><li>High School Diploma</li><li>Two (2) years clerical experience</li><li>Demonstrates skills in the use of office machines and efficiency in office management</li></ol><h5>REPORTS TO</h5><p>Director of Innovation & Technology</p><p>Director of Student Information Systems                                                         </p><h5>JOB GOAL</h5><p>To provide clerical support for the Innovation & Technology Department and Student Information Systems Department          </p><h5>ESSENTIAL FUNCTIONS</h5><ol><li><p>Types, files, copies, and answers phone as needed for the Departments of Innovation and Student Information Systems</p></li><li><p> Maintains attendance of employees in Innovation and Student Information Systems</p></li><li><p>Coordinates calendars, ordering food/snacks, preparing handouts, and setting up for small to large groups throughout the system as directed</p></li><li><p>Enters Maintenance and Technology work order tickets</p></li><li><p>Maintains database budgets for Technology</p></li><li><p>Maintains files of travel/absence request forms for Innovation and Student Information Systems</p></li><li><p>Coordinates the development of district identification badges</p></li><li><p>Inventories, tags, logs, and maintains a database on new equipment purchased by the Technology Department and other departments as needed</p></li><li><p>Completes yearly/scheduled inventory checks on equipment</p></li><li><p>Programs keyless entry cards/fobs</p></li><li><p>Coordinates office supply orders for the third floor of the Education Support Center and shares orders with the Business Department for completion</p></li><li><p>Registers and keeps files of homeschool students with the assistance of the Director of Student Information Systems</p></li><li><p>Perform other duties as assigned by the Director of Innovation & Technology or the Director of Student Information Systems</p></li></ol><h5>PHYSICAL DEMANDS</h5><p>This job may require lifting of objects that exceed 20 lbs. Other physical demands that may be required are as follows:</p><ol><li><p>Stooping and/or kneeling</p></li><li><p>Reaching</p></li><li><p>Talking</p></li><li><p>Hearing</p></li><li><p>Seeing</p></li></ol><h5>TEMPERAMENT (Personal Traits)</h5><ol><li><p>Adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure</p></li><li><p>Adaptability to accept responsibility for the direction, control, or planning of an activity</p></li><li><p>Adaptability to deal with people beyond giving and receiving instructions</p></li><li><p>Adaptability to make generalizations, evaluations, or decisions based on sensory or judgmental criteria</p></li></ol><h5>CAPACITY AND ABILITY REQUIREMENTS</h5><p>Specific capacities and abilities may be required of an individual in order to learn or perform adequately a task or job duty.</p><ol><li><p><em>Intelligence</em>:  Ability to understand instructions and underlying principles and ability to reason and make judgments</p></li><li><p><em>Verbal</em>:  Ability to understand meanings of words and ideas associated with them</p></li><li><p><em>Numerical</em>:  Ability to perform arithmetic operations quickly and accurately</p></li><li><p><em>Manual Dexterity</em>: Ability to move hands and manipulate small object with the fingers rapidly and accurately</p></li><li><p><em>Data Perception</em>:  Ability to understand and interpret information presented in the form of graphs, charts, or tables</p></li></ol><h5>WORK CONDITIONS</h5><p>Normal working environment; may not always have privacy or be quiet</p><h5>GENERAL REQUIREMENTS</h5><p>The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not intended to be a complete list of responsibilities, duties and skills required of personnel so assigned. </p>

Cleveland City Schools

CCS Administrative Assistant for Innov. & Tech. & Stud. Info. Systems

Budgeting

Capacity Requirements Planning (CRP)

Certified Coding Specialist (CCS)

Database Administration

Database Technology

File Maintenance

High School Diploma

Office Equipment

Office Management

Presentation/Verbal Skills

Telephone Skills

HiringThing

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Quality and Compliance ManagerLegacyBox

Help Desk CoordinatorTNBR Careers

Desktop SupportDiverse Linx

CCS Administrative Assistant for Innov. & Tech. & Stud. Info. SystemsCleveland City Schools

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