Service Desk Coordinator II - Remote… at KinderCare… · Remote

Futures start here. Where first steps, new friendships, and confident learners are born. At KinderCare Learning Companies, the first and only early childhood education provider recognized with the Gallup Exceptional Workplace Award, we offer a variety of early education and child care options for families. Whether it’s KinderCare Learning Centers, Champions, or Crème de la Crème, we build confidence for kids, families, and the future we share. And we want you to join us in shaping it—in neighborhoods, at work, and in schools nationwide.

At KinderCare Learning Companies, you’ll use your skills and expertise to support the work (and fun) that happens in our sites and centers every day. From marketers and strategists to financial analysts and data engineers, and so much more, we’re all passionate about crafting a world where children, families, and organizations can thrive.  

KinderCare is searching for a passionate, energetic team member for its Tech Support team. In this role, you will have a unique opportunity to positively transform and improve KinderCare’s IT services while you delight your customers. You are the ideal team member if you are passionate about customer experience and service, love solving technical issues, are a clear and positive communicator, and have a knack for building meaningful relationships with your customers. As a Service Desk Coordinator, you will act as the single point of contact for our KLC employees, escalating to the appropriate teams when needed. You will interact with your customers via phone, email, chat and remote desktop support tools as needed.

Are you passionate about creating a positive customer experience? Do you have the right mix of soft skills and technical know-how to effectively resolve customer's concerns? Do you have a track record of providing fast and accurate technical assistance? Are you a stickler for a well-documented support case and keeping customers up to date?

Responsibilities:

• Serve as front line support for KinderCare National Support Center (NSC) and Field staff via phone support, ticketing system, and email.
• Transform the interaction with our customers with empathy, compassion, and a determination to resolve their technical issues in a timely manner.
• Act as the single point of contact, by taking ownership of customer issues reported and seeing problems through to resolution.
• Diagnose and troubleshoot technical issues related to hardware, software, account maintenance, or connectivity.
• Track and document issues through to resolution, within the agreed time limits, providing prompt and accurate updates to customers along the way.
• Properly escalate unresolved issues to appropriate internal teams (e.g., Network, Development).
• Prioritize and manage several open issues at one time.
• Participate in building a robust knowledge base, authoring content, maintaining existing content, and promoting the use of self-service to employees.

Qualifications:

• 1-2 years of experience providing technical customer service support provided via phone and email.
• Experience supporting technical systems such as Windows, Mac OS, laptops, mobile devices, and business applications.
• High School graduate or equivalent, 2 or 4-year college degree a plus.
• Superb customer service skills and desire to help others.
• Outstanding written and verbal English communication skills via phone, email, and chat.
• Excellent organizational and time management skills.
• Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving their success.

Knowledge, Skills, and Abilities:

• Excellent communication skills and telephone manner.
• Ability to work in a fast-paced, deadline-oriented environment to meet time constraints.
• Intermediate MS Office skills, ability to work with multiple applications and windows simultaneously on a computer.
• Occasional flexibility with schedules, occasional overtime.
• Bilingual: English & Spanish a plus.
• Strong team player.
• Experience working within IT Service Desk tools, such as ServiceNow.

Our benefits meet you where you are. We’re here to help our employees navigate the integration of work and life:
- Know your whole family is supported with discounted child care benefits.

- Breathe easy with medical, dental, and vision benefits for your family (and pets, too!).
- Feel supported in your mental health and personal growth with employee assistance programs.
- Feel great and thrive with access to health and wellness programs, paid time off and discounts for work necessities, such as cell phones.
- … and much more.

We operate research-backed, accredited, and customizable programs in more than 2,000 sites and centers across 40 states and the District of Columbia. As we expand, we’re matching the needs of more and more families, dynamic work environments, and diverse communities from coast to coast. Because we believe every family deserves access to high-quality child care, no matter who they are or where they live. Every day, you’ll help bring this mission to life by building community and delivering exceptional experiences. And if you’re anything like us, you’ll come for the work, and stay for the people. 

KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.