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Technical Support Coordinator

San Diego, CA

Order: 49331

We are looking for a technically savvy person with great communication skills to assist our customers with technical support cases. This person will handle incoming cases, and troubleshoot to uncover issues or trending problems while collaborating with product departments for improvements. A successful candidate works well in fast paced organization that has a passion for excellent customer service!

 

Job Duties:

- Verify and document technical customer issues and deliver basic to intermediate technical solutions

- Communicate the plan, progress and updates toward resolution to the impacted clients in a timely manner

- Excellent communication skills with the ability to convey technical issues to non-technical stakeholders

- Troubleshoot customer reported issues to determine if anomalies are occurring and where (hardware, software, database)

- Investigate problems as they surface, troubleshoot to identify the cause, and then suggest ways to correct them

- Be able to provide short-term solutions and have the ability to tackle immediate tasks while keeping a mindset on how to remedy such events in the future

- Gather and analyze data retrieved from internal databases to identify technical issues and trends

- Document product defect and enhancements, and escalate when necessary

- Improve existing internal procedures and tools to increase the ease of use, speed and performance, and document process steps taken to resolve technical and administrative cases.

- Strong personal commitment to quality and customer service

- Stellar troubleshooting skills with an inquisitive nature

- Other duties as assigned

 

 

Qualifications:

 

- Experience in a technical or customer support role

- Previous experience with Salesforce or equivalent CRM

- Strong problem solving, support process and organizational skills

- Experience with detailed and accurate data entry

- Self-motivated for success and has a hunger for knowledge; very inquisitive

- Excellent written, verbal and presentation skills

- 1+ years of experience in a client-facing technical support role diagnosing and troubleshooting hardware issues

- Able to adapt quickly in a rapidly growing and changing environment

- Self-motivated for success and has a hunger for knowledge; very inquisitive

- Telematics experience

- Experience executing SQL queries

- Bachelor’s degree in computer science or related field preferred.

 

NOTE: Candidates that are offered a position are required to pass pre-employment drug and background screening. Qualified candidates with criminal histories, are considered in a manner that is consistent with local, state and federal laws

 

If this sounds like a great opportunity for your, please send your resume to Molly Malino at mmalino@suna.com