Technical Support Coordinator

4 weeks ago

New York, New York, United States HSI Full time
About the Role

We are seeking a highly skilled Technical Support Coordinator to join our team at HSI. As a key member of our Professional Skills Development team, you will play a critical role in the successful launch and implementation of our PSD products.

Key Responsibilities
  • Spearhead new customer launches, overseeing technical implementations and ensuring seamless integrations.
  • Devise optimal strategies for technology integration and user management, leveraging your technical expertise and problem-solving skills.
  • Set up and maintain various platforms and integrations, including Blue Ocean Brain, SSO, SFTP, and APIs.
  • Troubleshoot technical issues and respond swiftly to customer inquiries, providing top-notch support and ensuring customer satisfaction.
  • Manage client information and support tickets in HubSpot CRM, utilizing your organizational skills and attention to detail.
  • Collaborate with Customer Success, Product Development, and other teams to drive project success and enhance customer experiences.
  • Create comprehensive documentation for customer-facing and internal processes, ensuring clarity and consistency.
  • Present recommendations to manager-level stakeholders, effectively communicating technical concepts and solutions.
  • Prepare and deliver monthly reports on client status and project progress, providing valuable insights and recommendations.
Requirements
  • 2+ years of customer-facing technical experience, preferably in a Help Desk or ticketing systems environment.
  • 2+ years of experience developing workflows in CRM systems (preferably HubSpot) and project management tools.
  • Proficiency in Microsoft Office, particularly Excel, including advanced functions and formulas.
  • Strong problem-solving and decision-making skills, with a creative and strategic mindset.
  • Familiarity with SSO authentication, SFTP servers, and system integrations.
  • Proven ability to manage multiple tasks/projects while staying organized and meeting deadlines in a fast-paced environment.
  • Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Ability to work independently and quickly learn new technologies, while also thriving in a collaborative, agile team environment.
  • Strong interpersonal skills and initiative in improving processes and enhancing customer experiences.
  • High interest in technology, with strong technical aptitude.
  • Bachelor's degree in Computer Science, IT, or a related field.
What We Offer
  • All the coverage you would expect, including health, dental, vision, and more.
  • Learning & Development Program, designed to help you succeed as you grow your career.
  • Unlimited access to the HSI LMS and library of career development training.
  • Work-from-home options, allowing you to work from anywhere.
  • Vacation time, so you can take the time you need when you need it.
  • Retirement benefits, including a generous $1:$1 company match.

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