GP Strategies Corporation Training Helpdesk Customer Service Specialist (admin, customer service type background) in Troy, Michigan

Training Helpdesk Customer Service Specialist (admin, customer service type background)

Location: _US - MI - Troy

Job Type: Regular Full-Time

Relocation Available: No

Job Code ID: 12462


GP Strategies Corporation (NYSE: GPX) is a global performance improvement solutions provider of training, eLearning solutions, management consulting and engineering services. GP Strategies’ solutions improve the effectiveness of organizations by delivering innovative and superior training, consulting and business improvement services, customized to meet the specific needs of its clients. Clients include Fortune 500 companies, manufacturing, process and energy industries, and other commercial and government customers. Additional information may be found at

GP has an immediate need for a Training Helpdesk Customer Service Specialist. This is a full-time, benefitted position working in our Troy, MI office.


  • Provide high quality customer support by utilizing excellent customer service skills and technical expertise while processing, researching, analyzing, resolving and responding to basic-to-complex questions and requests via telephone and e-mail, within specified service level metrics.

  • Process tuition program documents including applications, invoices, and grades within identified service level agreement (SLA) metrics

  • Enter data into specified systems with goal of 100% accuracy

  • Escalate processing issues to appropriate escalation point and monitor and track case to closure

  • Provide exceptional customer service via phone and email to customer inquiries related to tuition programs and learning management systems

  • Conduct regular quality assurance tasks and achieve superior accuracy measures

  • Identify, research, and resolve user questions and problems

  • Interview users to collect information and lead user through diagnostic procedures to determine source of issue

  • Log detailed description of customer requests into trouble ticket system and manage case to closure

  • Escalate unresolved issues to appropriate escalation point and monitor and track case to closure

  • Support data entry, update, and maintenance in a variety of HR systems.


  • Prior experience in a related field (i.e. administrative, help desk, customer service, call center, etc.)

  • Internet savvy/technical aptitude

  • MS Excel Skills

We are seeking candidates with the following competencies:

  • Excellent communication skills with the ability to communicate effectively via telephone and e-mail with customers and peers

  • Analytical and detailed oriented

  • Ability to work independently and in a team setting

  • Ability to defuse agitated situations

  • Ability and desire to excel in a fast paced environment

GP Strategies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.