Technical Support

About the role

The Technical Support Coordinator serves as the primary point of contact for field technicians and customers, ensuring timely responses to service requests and efficient resolution of technical and operational issues. This role is responsible for monitoring service activities, identifying and escalating concerns, coordinating support efforts, and maintaining accurate documentation in accordance with company standards and customer-specific requirements.

Responsibilities

• Receive and manage inbound calls from field technicians requesting assistance, reporting service status, or seeking direction while onsite.
• Conduct outbound communications with field technicians to obtain updates, provide guidance, and ensure service requests are progressing appropriately.
• Monitor service activity and proactively follow up on jobs that exceed expected onsite timeframes or require immediate attention.
• Support field technicians in resolving a wide variety of issues encountered at customer retail and business locations.
• Coordinate resources, equipment, and customer requirements to ensure technicians are fully prepared prior to service dispatch.
• Provide direction and real-time support to technicians performing service work in the field.
• Document service updates, technician notes, and job status information accurately within internal and customer-specific systems.
• Ensure all customer and company procedures, processes, and service-level expectations are followed.
• Verify completion of service requests and close work orders within internal databases and customer platforms.
• Maintain clear communication with customers, technicians, and internal teams throughout the service lifecycle.

Qualifications

• Experience in technical support, help desk, dispatch, service coordination, or customer support environments.
• Strong customer service and communication skills.
• Ability to multitask and prioritize in a fast-paced, high-volume environment.
• Strong problem-solving and troubleshooting abilities.
• Excellent organizational skills and attention to detail.
• Proficiency with ticketing systems, databases, and Microsoft Office applications.
• Ability to effectively support and coordinate remote field technicians.

Skills

• Technical Support
• Customer Service
• Help Desk Support
• Service Coordination
• Dispatch Operations
• Troubleshooting
• Work Order Management
• Technical Documentation
• Field Service Support
• Communication and Problem Solving

Pay

The pay range for this position is $20.00 - $20.00/hr.

Benefits

If eligible, the benefits available for this temporary role may include the following: 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).

Schedule

This is a Contract position based out of Madison, WI. This is a fully onsite position in Madison, WI.