Technical Support Coordinator
About The Position
Our client is seeking a Technical Support Coordinator to support nationwide technology installation projects for major retail environments. This role serves as a key point of contact for field technicians, providing real-time support, troubleshooting assistance, status tracking, and coordination throughout the installation process. The ideal candidate is highly organized, customer service-oriented, and comfortable working in a fast-paced environment where they will communicate with technicians, document project updates, and ensure successful completion of technology deployments. This is a first shift, onsite position in Middleton, WI.
Requirements
- Currently pursuing or have completed a degree, certification, or technical training program in Information Technology or a related field.
- Strong customer service and communication skills.
- Ability to multitask and manage multiple priorities simultaneously.
- Strong attention to detail and documentation skills.
- Comfortable working with databases, ticketing systems, and Microsoft Office applications.
- Ability to troubleshoot issues, evaluate root causes, and coordinate resolutions.
Responsibilities
- Serve as the primary contact for field technicians by handling inbound support calls and requests.
- Make outbound calls to technicians to gather project status updates, provide guidance, and resolve issues that may impact project completion.
- Document technician activity, project progress, and support interactions accurately within company systems.
- Coordinate and communicate next steps to technicians performing installation and service work.
- Verify that all required site arrangements, equipment deliveries, and project prerequisites have been completed prior to scheduling work.
- Confirm successful installation and functionality of equipment following project completion.
- Manage and close completed service requests within ServiceNow and other customer systems.
- Enter project updates and maintain accurate records in accordance with established processes and customer requirements.
- Escalate issues as needed and assist with coordinating resolutions to support timely project completion.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
Associate degree
