Technical Support Coordinator

Job Description

Job Description

Paradigm is searching for a Technical Support Coordinator for our client, a leader in the audiovisual industry. This role provides very human and empathetic interactions with customers phoning for Technical Support.

The TSC will engage with the caller to determine the reason for the call, open an electronic case’ ticket, and match the case or call to the best available resource.

The TSC will also assist callers with initiating product returns either under warranty or for repair.

Type : Contract 1 month

Location : Beaverton, OR - Onsite

Benefits : Paradigm offers medical, dental, vision, life, 401K, PTO, and sick days.

As a Technical Support Coordinator you will :

• Speak clearly and compassionately with customers (including AV integrators, consultants, and administrators).
• Efficiently determine the reason for the phone call in order to dispatch that call to the best available human resource (target call duration < 10 minutes).
• Accurately process and record customer interactions using our Customer Relationship Management (CRM) software.
• Quickly master our phone system (Genesys) for incoming phone queue management.
• Spend up to 6 hours per day on the phone.
• Coordinate returns and repairs of products as needed.
• Identify and escalate either reoccurring or complex issues to Applications Engineers and other groups when appropriate.
• Have or quickly gain a working vocabulary of networking terms, audio and video technologies, and products.
• Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstances.

Requirements

Our skills and experience wishlist includes :

• Associate’s degree or equivalent work experience
• 1+ years of experience in a customer-facing role
• 1+ years of related experience in AV is highly desirable
• Experience with networks and other IT technologies
• Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)
• Possess excellent English verbal and written skills
• Demonstrate excellent organizational and interpersonal skills, be able to work effectively with people of diverse backgrounds, and diffuse challenging situations using acceptable and appropriate methods
• Ability to work independently or in a team environment
• Strong interest in independent learning and research
• Proficiency in Spanish a plus

Benefits

Paradigm offers a competitive benefits package that includes medical, dental, vision, life, 401K, PTO, and sick days.

About Us, Paradigm

Want to love Mondays? It's possible when you love what you do. Paradigm is a staffing solutions firm dedicated to finding the perfect job for candidates.

We're connected with some of the most innovative tech companies around, giving our employees that competitive edge needed in today's job market.

Paradigm Information Services does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.