Technical Support Coordinator

2 months ago

Hillsboro, United States Paradigm Information Services, Inc. Full time
Paradigm is searching for a Technical Support Coordinator for our client a leader in the audiovisual industry. This role provides very human and empathetic interactions with customers phoning for Technical Support. The TSC will engage with the caller to determine the reason for the call open an electronic case ticket and match the case or call to the best available resource. The TSC will also ist callers with initiating product returns either under warranty or for repair.

Type: Contract 1 month
Location: Beaverton OR Onsite
Benefits: Paradigm offers medical dental vision life 401K PTO and sick days.

As a Technical Support Coordinator you will:
  • Speak clearly and compionately with customers (including AV integrators consultants and administrators).
  • Efficiently determine the reason for the phone call in order to dispatch that call to the best available human resource (target call duration < 10 minutes).
  • Accurately process and record customer interactions using our Customer Relationship Management (CRM) software.
  • Quickly master our phone system (Genesys) for incoming phone queue management.
  • Spend up to 6 hours per day on the phone.
  • Coordinate returns and repairs of products as needed.
  • Identify and escalate either reoccurring or complex issues to Applications Engineers and other groups when appropriate.
  • Have or quickly gain a working vocabulary of networking terms audio and video technologies and products.
  • Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and cirstances.

RequirementsOur ss and experience wishlist includes:
  • ociate s degree or equivalent work experience
  • 1 years of experience in a customerfacing role
  • 1 years of related experience in AV is highly desirable
  • Experience with networks and other IT technologies
  • Proficient in Microsoft Office applications (Outlook Word Excel and SharePoint)
  • Possess excellent English verbal and written ss
  • Demonstrate excellent organizational and interpersonal ss be able to work effectively with people of diverse backgrounds and diffuse challenging situations using acceptable and appropriate ods
  • Ability to work independently or in a team environment
  • Strong interest in independent learning and research
  • Proficiency in Spanish a plus



BenefitsParadigm offers a competitive benefits package that includes medical dental vision life 401K PTO and sick days.

About Us Paradigm
Want to love Mondays Its possible when you love what you do. Paradigm is a staffing solutions firm dedicated to finding the perfect job for candidates. Were connected with some of the most innovative tech companies around giving our employees that competitive edge needed in todays job market.

Paradigm Information Services does not discriminate on the basis of race sex color religion age national origin marital status disability veteran status genetic information sexual orientation gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Our ss and experience wishlist includes: ociate s degree or equivalent work experience 1+ years of experience in a customer-facing role 1+ years of related experience in AV is highly desirable Experience with networks and other IT technologies Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint) Possess excellent English verbal and written ss Demonstrate excellent organizational and interpersonal ss, be able to work effectively with people of diverse backgrounds, and diffuse challenging situations using acceptable and appropriate ods Ability to work independently or in a team environment Strong interest in independent learning and research Proficiency in Spanish a plus

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