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Technical Support Coordinator

2 months ago

Raleigh, North Carolina, United States Stored Technology Solutions Inc Full time
Job Overview

Position Summary:

As a Technical Support Coordinator at Stored Technology Solutions Inc, you will be instrumental in ensuring the effective delivery of our technical assistance services. This role presents a pathway for advancement within the IT support sector, perfect for those who are enthusiastic about technology and keen to pursue a career in computer support.

Key Responsibilities:

  • Act as the primary contact for incoming client support inquiries through various channels.
  • Assess and allocate on-site support requests to the appropriate technicians based on their skills and availability.
  • Keep precise records of all service requests, including client details, issues, and solutions provided.
  • Deliver outstanding customer service by responding quickly to client questions and updating them on their support requests.
  • Collect essential information from clients to effectively diagnose technical problems and escalate complex issues to senior technicians as necessary.
  • Follow up with clients to ensure they are satisfied with the resolution and address any further concerns. Contribute to Service Delivery metrics and reporting.
  • Assist with client onboarding processes, including phone interactions and follow-ups.
  • Support overdue tickets by identifying next steps and engaging clients as needed.
  • Check in with technicians conducting on-site support to ensure they have the necessary resources and that scheduled times with clients are adhered to.
  • Perform additional tasks as assigned by management to enhance the overall success of the organization.

Required Skills and Qualifications:

  • Excellent written and verbal communication abilities.
  • Strong customer service skills across various communication methods.
  • Proficiency in Microsoft Excel, Word, and PowerPoint.

Education and Experience:

  • Demonstrated customer service expertise, including professional phone and email communication.
  • Ability to collaborate across teams and build robust relationships internally and with clients.
  • Reliability and professionalism in all interactions.
  • Capability to work in a seated position for extended periods while engaging in phone conversations and computer usage.
  • Strong communication and organizational skills.
  • Ability to thrive in a collaborative team environment.
  • Attention to detail and a commitment to customer satisfaction.

Benefits and Perks:

Stored Technology Solutions Inc offers a unique environment for professional growth and employee well-being. Our extensive benefits package exceeds basic offerings, ensuring a fulfilling workplace experience. Enjoy a vibrant atmosphere equipped with amenities that enhance your daily work life. Here are some of the benefits we provide:

  • Generous Paid Time Off Policy
  • Flexible Telecommuting Options
  • 401k with Employer Matching
  • Complimentary Employee Assistance Program (EAP)
  • Standalone Telemedicine Services
  • Comprehensive Medical Plans, including a $0 Cost Employee Option
  • Dental and Vision Coverage
  • Employer-Paid Short-Term and Long-Term Disability, and Life Insurance
  • Voluntary Life Insurance Options
  • Complimentary Snacks and Beverages
  • $2,000 Employee Referral Bonus
  • Incentives for Professional Certifications