Technical Support Coordinator

Job Overview
The Technical Support Coordinator serves as a trusted first point of contact for customers experiencing technical issues, combining thoughtful analysis, structured troubleshooting, and clear communication to move each case toward resolution. The position takes ownership of gathering evidence, identifying root causes for routine issues, documenting findings, and coordinating effective escalations when deeper expertise is required. By keeping customers informed and partnering closely with Technical Support and cross-functional teams, the coordinator helps restore service, build customer confidence, and protect the value customers receive from Marchex solutions.

Job Impact
The Technical Support Coordinator helps protect customer relationships and revenue by combining disciplined technical analysis with responsive, accurate communication. The role improves issue resolution through complete case documentation, effective troubleshooting, appropriate escalation, and consistent follow-through from initial contact through closure.

Team
The Technical Support team serves as the central point for investigating and resolving customer-reported product and service issues. The team analyzes configurations, data, integrations, reports, call flows, and system activity; resolves issues within its scope; and coordinates escalations to Product, Engineering, Telecom, and other specialists. Through clear customer communication, accurate case management, trend analysis, and knowledge sharing, Technical Support improves service reliability and the overall customer experience.

Outline of Duties and Responsibilities

Technical Issue Analysis = 45%
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.
Customer Communication = 35%
Communicate with customers by service tickets and phone using clear, professional, and empathetic language.
Ask effective 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.
Case Management and Collaboration = 20%
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.
Experience, Skills and Qualifications
High school diploma or equivalent required; post-secondary coursework or relevant customer service or technical experience is a plus.
Interest in technology and ability to learn software products, support tools, and structured troubleshooting methods.
Strong analytical and problem-solving skills, with 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; exposure to ticketing systems, reporting tools, APIs, SQL, or log analysis is helpful but not required.
Reliable attendance and ability to work scheduled business hours, including occasional adjusted coverage as business needs require.