CorTalent
  • Technology
  • Minneapolis, MN, USA
  • Full Time

 

The Technical Support Coordinator is a critical role in the resolution of technical, and escalated support incidents related to existing customers. This service team provides business critical support to customers along with various service offerings. You will be an integral team member and a true advocate for customer resolution, supporting customer incident triaging efforts alongside our service technicians in the field.

Responsibilities

The successful candidate should demonstrate great accountability, customer obsession and an excitement for technology. Beyond triaging escalations and managing critical situations, the candidate should be passionate of driving bigger impacts being increasing customer values, improving processes and driving product feedback.

  • Review and triage customer and partner escalation through the internal escalation program across various cross-functional teams and key stakeholders
  • Identify signals from escalations to drive permanent resolutions
  • Partner with Service Manager and technicians to analyze and determine appropriate resolution path
  • Provide ongoing communication and status updates throughout duration of incident
  • Always look at problems with customer first solutions
  • Develop and share best practices and recommendations to improve efficiencies
  • Must be able to troubleshoot/triage from the customer experience perspective and route the issues to the appropriate escalation path
  • Ensure all new service requests are assigned to the appropriate technician
  • Review and monitor the Dispatch Board to ensure service level agreements are being met.
  • Ensure all tickets completed by the technicians are closed and invoiced in a timely matter
  • Review and follow up on the weekly open ticket backlog.
  • Review all service invoicing to ensure the appropriate documentation was provided and the troubleshooting steps taken to resolve the problem were accurate and complete.

Requirements

  • Excellent communications skills, outstanding written and verbal communication
  • Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
  • Demonstrated troubleshooting skills, cross-team collaboration, and critical thinking
  • Ability to influence people at all levels to drive incident resolution
  • Passion for technology and customer support, Proven technical aptitude with a passion for cloud technologies
  • High attention to detail, able to problem solve logically and think critically
  • Technical aptitude with a passion to learn
  • Creative Problem Solving by driving innovative solutions and can thrive in ambiguity
  • Prior Technical Support experience including experience in a customer facing or customer technical support role
  • BA/BS Degree Communications or Computer Science is preferred, equivalent experience
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