Technical Support Coordinator

Job summary
The Technical Support Coordinator provides technical support in a timely, consistent and courteous manner to all Support Center customersDiagnoses/Resolves problems through both questioning techniques and through the use of 'remote diagnostics'Assists by giving correct resolutions in a clear, concise and courteous manner
Job seniority: entry level
Responsibilities
• Diagnoses/Resolves problems through both questioning techniques and through the use of 'remote diagnostics'• Interprets error messages from system software or application programs; initiates required actions• Places necessary service calls and follows through to completion with both service contractor and Support Center Customer• Escalates unresolved calls to second level support and follows through to completion• Assists with proofing documentation/procedures relating to supported systems• Develops procedures for Support Center• Records all communications relating to associates' questions/problems into call tracking• Proofs and tests procedures prior to implementation• Assists in training users in the operation of supported systems• Assists in the development of training programs for supported systems
Requirements
• High School Diploma• Direct involvement with Customer Service experience• Computer systems experience• Strong communication skills, both oral and written• Good problem solving skills• Good organization skills with strong attention to detail• Pleasant phone manners• Computer hardware and software knowledge• Strong Customer Service orientation• Flexibility to work varied schedules, including evenings and weekends and to carry Emergency Paging Device as scheduled
Key Skills Needed
• Strong communication skills, both oral and written• Good problem solving skills• Good organization skills with strong attention to detail• Computer hardware and software knowledge• Strong Customer Service orientation
Benefits
• Health care• Retirement savings• Paid time off/vacation• Various employee discounts