Help Desk Coordinator

Join a Mission-Driven Company & Build Systems That Matter

Economic Impact Catalyst (EIC) is the #1 solution for building and scaling economic development efforts through cutting-edge software and enterprise solutions. Our SaaS platform helps organizations drive economic growth through data-driven decisions and strategic interventions.

The Role:

We are seeking a passionate Help Desk Coordinator who thrives on creating order from chaos and loves helping others succeed. This role is perfect for someone who gets excited about building systems, documenting processes, and training team members to be their best. You'll be the backbone of our customer support efforts, ensuring everything runs smoothly while empowering others through knowledge sharing.

What You'll Do:
Systems & Process Excellence

• Build and optimize help desk workflows that make everyone's job easier and more effective
• Create and maintain documentation that actually helps people solve problems quickly
• Design training materials and knowledge base articles that turn complex processes into simple, actionable steps
• Identify opportunities to streamline operations and eliminate unnecessary friction

Training & Knowledge Sharing

• Develop and deliver training programs for new team members and ongoing skill development
• Create engaging documentation, video tutorials, and process guides for both internal team and customers
• Mentor colleagues on platform features, troubleshooting techniques, and best practices
• Build a culture of continuous learning where knowledge sharing is natural and rewarding

Platform Documentation & Support

• Maintain comprehensive, user-friendly documentation for our SaaS platform
• Create step-by-step guides, FAQ resources, and troubleshooting workflows
• Collaborate with product team to ensure documentation stays current with platform updates
• Transform customer questions into helpful resources that prevent future issues

Customer Support Operations

• Provide exceptional technical support via email, chat, and phone
• Handle escalated customer issues with patience, empathy, and problem-solving creativity
• Track and analyze support metrics to identify improvement opportunities
• Maintain detailed records in our help desk system (experience with platforms like Zendesk or Freshdesk preferred)

Process Innovation

• Continuously improve how we deliver support by questioning "why do we do it this way?"
• Work with team to implement new tools and processes that genuinely improve outcomes
• Create feedback loops that turn customer insights into better systems and documentation
• Champion solutions that are both efficient and delightfully helpful

We're Looking for Someone Who:
Lives Our Values

• Shows Genuine Curiosity: Loves learning how things work and is always asking "what if we tried this differently?"
• Demonstrates Authenticity: Builds trust through honest, transparent communication and follows through on commitments
• Practices Deep Empathy: Truly cares about helping both teammates and customers succeed, taking time to understand their real needs
• Maintains Integrity: Does quality work even when no one is checking, and speaks up when something isn't right
• Takes Smart Risks: Willing to try new approaches to improve processes, learning from both successes and setbacks
• Creates Meaningful Impact: Gets energized by building practical solutions that genuinely make people's work easier
• Pursues Excellence: Takes pride in creating resources and processes that are not just functional, but truly helpful and well-crafted

Has the Right Experience & Passion

• 2-4 years of experience in customer support, technical documentation, training, or related roles
• Natural teacher who enjoys helping others learn and grow
• Strong systems thinking with ability to see how individual processes connect to bigger goals
• Experience creating documentation, training materials, or process guides (portfolio examples welcome)
• Comfortable working with U.S.-based teams and customers across different time zones
• Excellent written and verbal English communication with ability to explain technical concepts clearly
• Self-motivated with strong attention to detail and follow-through
• Experience with help desk software, knowledge management systems, or CRM platforms preferred

Bonus Qualifications

• Background in technical writing, instructional design, or process improvement
• Experience with SaaS platforms or economic development/nonprofit sectors
• Familiarity with video creation tools for training content
• Basic understanding of web technologies or software troubleshooting

What We Offer:
Purpose-Driven Work

• Help organizations create positive economic impact in communities worldwide
• Build systems and documentation that directly improve customer success
• Work with cutting-edge technology that's making a real difference

Growth & Learning

• Opportunity to develop expertise in multiple areas: support, training, documentation, and process design
• Professional development support and learning resources
• Direct mentorship from experienced team members
• Room to grow into leadership roles as our team expands

Work Environment

• Flexible remote work designed for Philippines-based professionals
• Competitive compensation (rates open for discussion based on experience and skills)
• Collaborative team environment with supportive, values-driven culture
• Tools and resources you need to do your best work

Ready to Build Something Great?

We believe the best support comes from people who genuinely love helping others and take pride in creating systems that work. If you're someone who gets excited about turning chaos into clarity and helping people succeed, we'd love to hear from you.

We're especially interested in hearing about:

• A time when you created documentation or training that really helped people
• How you've improved a process or system in a previous role
• What gets you excited about helping others learn and grow
• Examples of your curiosity and problem-solving in action

At EIC, we hire for attitude and passion, then help you build the specific skills you need. We're looking for someone who shares our values and wants to grow with us as we help organizations worldwide create positive economic impact.

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