Provide high‑quality technical and customer support to internal and external customers via phone, email, and chat
Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer’s best interest in mind
Accurately document all customer interactions, research, and resolutions within CRM systems
Acquire and maintain in‑depth product knowledge to effectively demonstrate and support proprietary products and services
Assist customers with product installation, user interface functionality, and site navigation
Provide login, search, usability, and technical support across multiple platforms
Perform basic browser troubleshooting and technical diagnostics
Train and support users while responding to inquiries and escalations
Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
Escalate complex issues to second‑level support teams as needed
Participate in a 24/7 on‑call rotation, including weekend coverage

1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
Strong customer focus with the ability to engage professionally and effectively
Excellent problem‑solving and basic technical skills
Outstanding written and verbal communication skills
Ability to multitask and manage phone, email, and chat interactions simultaneously
Professional attitude with a positive, team‑oriented mindset
Ability to work independently on assigned tasks and projects
Preferred: 2‑ or 4‑year college degree
Second language proficiency (Spanish preferred)
Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)

Technical Support Coordinator

Key skills