Technical Support Coordinator
Latitude, Inc.
Job Description: Technical Support Coordinator
Position Overview:We are seeking a proactive and customer-focused Technical Support Coordinator to join our IT team. This role is responsible for managing and resolving Tier 1 support tickets while ensuring a seamless and efficient user experience. The ideal candidate will have excellent communication skills, a passion for technology, and the ability to diagnose and resolve basic technical issues promptly.
Key Responsibilities:Ticket Management: Monitor, prioritize, and resolve Tier 1 support tickets through the helpdesk system, escalating complex issues to higher tiers as needed.Technical Assistance: Provide first-level troubleshooting for hardware, software, network, and user access issues.Customer Support: Deliver exceptional customer service by responding to inquiries via phone, email, or chat in a professional and timely manner.Documentation: Maintain accurate records of issues, resolutions, and user interactions in the ticketing system.Resource Guidance: Assist end-users by providing clear instructions, FAQs, and knowledge base articles for common issues.Collaboration: Work closely with Tier 2/3 support teams to ensure smooth issue escalation and resolution processes.System Monitoring: Perform routine system checks and proactively address potential technical issues before they impact users.Qualifications:Proven experience in a customer support or helpdesk role, preferably in a Tier 1 capacity.Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, or Jira).Basic understanding of IT systems, including Windows/Mac operating systems, MS Office Suite, and network troubleshooting.Strong problem-solving skills and attention to detail.Excellent verbal and written communication skills.Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.Team-oriented with a focus on collaboration and user satisfaction.Preferred Qualifications:Experience with remote support tools and basic IT troubleshooting practices.Certifications such as CompTIA A+, ITIL Foundation, or related credentials are a plus.Work Environment:This position may require occasional on-call support outside regular business hours.The role may be on-site, hybrid, or remote depending on the company’s operational needs.
Position Overview:We are seeking a proactive and customer-focused Technical Support Coordinator to join our IT team. This role is responsible for managing and resolving Tier 1 support tickets while ensuring a seamless and efficient user experience. The ideal candidate will have excellent communication skills, a passion for technology, and the ability to diagnose and resolve basic technical issues promptly.
Key Responsibilities:Ticket Management: Monitor, prioritize, and resolve Tier 1 support tickets through the helpdesk system, escalating complex issues to higher tiers as needed.Technical Assistance: Provide first-level troubleshooting for hardware, software, network, and user access issues.Customer Support: Deliver exceptional customer service by responding to inquiries via phone, email, or chat in a professional and timely manner.Documentation: Maintain accurate records of issues, resolutions, and user interactions in the ticketing system.Resource Guidance: Assist end-users by providing clear instructions, FAQs, and knowledge base articles for common issues.Collaboration: Work closely with Tier 2/3 support teams to ensure smooth issue escalation and resolution processes.System Monitoring: Perform routine system checks and proactively address potential technical issues before they impact users.Qualifications:Proven experience in a customer support or helpdesk role, preferably in a Tier 1 capacity.Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, or Jira).Basic understanding of IT systems, including Windows/Mac operating systems, MS Office Suite, and network troubleshooting.Strong problem-solving skills and attention to detail.Excellent verbal and written communication skills.Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.Team-oriented with a focus on collaboration and user satisfaction.Preferred Qualifications:Experience with remote support tools and basic IT troubleshooting practices.Certifications such as CompTIA A+, ITIL Foundation, or related credentials are a plus.Work Environment:This position may require occasional on-call support outside regular business hours.The role may be on-site, hybrid, or remote depending on the company’s operational needs.
Confirm your E-mail: Send Email
All Jobs from Latitude, Inc.