Technical Support Coordinator (Part Time)

Marchex • Seattle, WA

11d • $15 - $19 • Remote

About The Position

The Technical Support Coordinator serves as a first point of contact for customers experiencing technical issues. The role uses structured troubleshooting, analysis, and clear communication to gather evidence, identify routine root causes, document findings, and coordinate escalations when additional expertise is needed. The coordinator keeps customers informed and works with Technical Support and cross-functional teams to restore service, build customer confidence, and protect the value customers receive from Marchex solutions.

The role helps protect customer relationships and revenue through accurate communication, complete case documentation, effective troubleshooting, appropriate escalation, and follow-through from initial contact through case closure. The Technical Support team investigates and resolves customer-reported product and service issues, analyzing configurations, data, integrations, reports, call flows, and system activity, and coordinating escalations to Product, Engineering, Telecom, and other specialists.

Requirements

• High school diploma or equivalent.
• Interest in technology and ability to learn software products, support tools, and structured troubleshooting methods.
• Strong analytical and problem-solving skills, attention to detail, and a methodical approach.
• Clear written and verbal communication skills and comfort communicating with customers.
• Ability to document work accurately, manage multiple cases, follow established procedures, and meet response expectations.
• Basic proficiency with web applications and Microsoft Office.
• Reliable attendance and ability to work scheduled business hours, including occasional adjusted coverage as business needs require.
• Ability to work approximately 25 hours per week during assigned business-hour shifts.
• For remote work, a quiet, private, distraction-free workspace suitable for customer phone calls and reliable high-speed internet.

Nice To Haves

• Post-secondary coursework or relevant customer service or technical experience.
• Exposure to ticketing systems, reporting tools, APIs, SQL, or log analysis.

Responsibilities

• Review incoming support cases and gather the details needed to reproduce and understand reported issues.
• Perform initial troubleshooting using approved tools, product documentation, logs, reports, and established diagnostic steps.
• Identify patterns, document findings, and resolve routine product, configuration, data, and integration issues within assigned permissions.
• Escalate complex or high-impact issues with clear evidence, troubleshooting history, customer impact, and recommended next steps.
• Communicate with customers through service tickets and phone using clear, professional, and empathetic language.
• Ask clarifying questions, set expectations, and provide timely status updates through resolution.
• Translate technical findings into customer-friendly explanations and practical next steps.
• Confirm resolution and customer understanding before closing cases.
• Maintain accurate case notes, categorization, severity, ownership, and resolution details in the support system.
• Follow service-level targets, escalation procedures, security requirements, and documented support processes.
• Partner with senior support staff and teams across Customer Revenue & Operations, Product, Engineering, Telecom, and other functions as needed.
• Contribute to knowledge resources and participate in coaching, training, and team meetings.

Benefits

• Paid sick leave in accordance with applicable state and local law.
• Participation in the company 401(k) plan, subject to plan eligibility requirements.
• Overtime eligibility in accordance with applicable law.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED