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Become A Senior Technical Support Coordinator

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Working As A Senior Technical Support Coordinator

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $77,800

    Average Salary

Example Of What A Senior Technical Support Coordinator does

  • Investigated/resolved customer issues relative to email, applications, cloud backup, and Internet connectivity issues.
  • Managed a range of escalated issues for Cellular Phones, Wireless Modems, Blackberries, Tablets and Google Android OS devices.
  • Used trouble ticket system for tracking customer interactions and problem resolution.
  • Assisted in the implementation of Q-Support call tracking database.
  • Research and resolve billing and equipment issues and sales.
  • Prioritized and followed up on open calls to ensure customer satisfaction.
  • Provide tier 1 technical support for equipment, network issues, and internet connections.
  • Opened trouble tickets in Remedy system for escalated cases.
  • Verified provisioning and diagnosed device or network issues.

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How To Become A Senior Technical Support Coordinator

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Senior Technical Support Coordinator jobs

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Senior Technical Support Coordinator Demographic

Gender

  • Male

    56.0%
  • Female

    44.0%

Ethnicity

  • White

    79.4%
  • Hispanic or Latino

    12.6%
  • Asian

    6.7%
  • Unknown

    0.7%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    33.3%
  • Portuguese

    16.7%
  • Arabic

    16.7%
  • Carrier

    16.7%
  • French

    16.7%
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Senior Technical Support Coordinator

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Senior Technical Support Coordinator Typical Career Paths

Senior Technical Support Coordinator Education

Senior Technical Support Coordinator

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Top Skills for A Senior Technical Support Coordinator

TroubleTicketsEmailPCInternetConnectionsLevelTechnicalSupportActiveDirectoryManageOSCustomerSatisfactionLaptopsWindowsXPWebSaleProblemResolutionConnectivityIssuesSmartPhonesDatabaseSoftwareProgrammersOfficeApplicationsLinuxRssi

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Top Senior Technical Support Coordinator Skills

  1. Trouble Tickets
  2. Email
  3. PC
You can check out examples of real life uses of top skills on resumes here:
  • Handled escalated trouble tickets until resolution.
  • Provide tier 1 technical support for equipment, network issues, and internet connections.
  • Display a positive disposition and respond positively to new ideas and changes.
  • Evaluated customers concerns and resolved problems to customer satisfaction.
  • Research and resolve billing and equipment issues and sales.

Top Senior Technical Support Coordinator Employers

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