Overview of the Tech Support Coordinator Role
The Tech Support Coordinator serves as the central point of contact for incoming support requests, managing the flow of tickets and calls within the support department. This role is crucial in triaging issues, providing initial assistance, and ensuring efficient routing of complex problems to appropriate technicians.
Main Responsibilities:
* Manage and route support requests through the ticketing system to appropriate technicians
* Triage incoming support requests, prioritizing and categorizing issues effectively
* Handle incoming support calls, providing first-line assistance and escalating complex issues
* Communicate with customers to gather detailed information for accurate issue definition
* Resolve simple support requests promptly and efficiently
* Coordinate internal departmental requests, ensuring proper routing and follow-up
* Maintain the ticketing system by entering email requests and monitoring the queue
* Ensure timely resolution of support tickets through proactive queue management
Required Skills and Qualifications:
* A 2-year degree is preferred
* Experience with Gmail and Google Docs
* Experience with MS Office (Word and Excel)
* Experience with web browsers (Chrome, Internet Explorer, etc.)
* A minimum of 1 year of phone customer service experience is preferred
* Strong verbal and written communication skills are essential
* Excellent time management and organization skills are required
* Strong customer service skills are necessary
Fantastic Benefits:
We offer company-wide bonuses based on sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech work environment.
Our Commitment to Diversity and Inclusion:
We strive to create an inclusive workplace that values diversity and promotes equal opportunities for all employees. If you require reasonable accommodation in completing this application or during the hiring process, please let us know.
Contact Information:
Please note that we do not consider applications from recruitment agencies.