What does a technical support coordinator do?
A technical support coordinator oversees and coordinates the activities of technical support teams, ensuring clients and staff receive optimal support and service. They typically set objectives and guidelines, establish schedules and action plans, perform audits and assessments, review documentation and client feedback, and conduct research and analysis to develop strategies that will optimize the daily operations of the department. Moreover, as a technical support coordinator, it is essential to lead and encourage teams to reach goals while implementing the company's standards and policies.
Technical support coordinator responsibilities
Here are examples of responsibilities from real technical support coordinator resumes:
- Manage organizations ticketing queue and assign tickets as per establish SLA guidelines.
- Support IBM base PCs and MacIntosh systems.
- Monitor and maintain office network, servers and client PCs.
- Create and maintain clear and accessible VPN records and other documentation.
- Resolve issues on PC operating systems, device manager and TCP/IP configuration.
- Remedy system used to track all network outages, coverage incidents, and application failures.
- Configure switches and VPN's connection support of the equipment use at the client sites.
- Coordinate with engineers through remedy with outsource vendors to resolve trouble tickets to ensure resolution for individual's devices.
- Integrate data and information from various sources, running SQL queries and compile reports or appropriate output for various project teams.
- Maintain integrity of operating systems, primarily device managers and TCP/IP configuration.
- Develop SQL programs specific for data analysis comparisons as related to costs.
- Recognize for delivering high-level technical support requiring diverse knowledge in specialize subject areas including numerous types PC hardware, application software.
- Integrate computerize dental radiography equipment into LAN for practice-wide usage.
- Monitor incoming customer calls to ensure representatives are following QA procedures.
- Provide notification to management regarding QC or QA issues upon identification.
Technical support coordinator skills and personality traits
We calculated that 13% of Technical Support Coordinators are proficient in Customer Service, Phone Calls, and Excellent Interpersonal. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Technical Support Coordinators that have these skills listed on their resume here:
- Customer Service, 13%
Assist with training of newly hired technical support coordinators and conduct training for newly hired customer service representatives on wireless basics.
- Phone Calls, 10%
Implemented a Customer Survey: Random telephone calls to Customers once a week regarding Technical Support Level of Service.
- Excellent Interpersonal, 5%
Possessed excellent interpersonal and communication skills that complement proven creative problem solving capabilities.
- Remedy, 4%
Utilized Remedy ticket system to monitor incidents and ensure proper resolution of all customer issues.
- Customer Satisfaction, 4%
Use trouble ticket system for tracking customer interactions and problem resolution while evaluating customers concerns and resolving problems to customer satisfaction.
- Problem Resolution, 4%
Completed follow ups and customer call backs regarding final resolutions and service investigations to ensure problem resolutions.
Common skills that a technical support coordinator uses to do their job include "customer service," "phone calls," and "excellent interpersonal." You can find details on the most important technical support coordinator responsibilities below.
Customer-service skills. One of the key soft skills for a technical support coordinator to have is customer-service skills. You can see how this relates to what technical support coordinators do because "computer support specialists must be patient and sympathetic." Additionally, a technical support coordinator resume shows how technical support coordinators use customer-service skills: "provided customer support for billing, account activation and equipment replacement. "
Listening skills. Another essential skill to perform technical support coordinator duties is listening skills. Technical support coordinators responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Technical support coordinators also use listening skills in their role according to a real resume snippet: "listened and responded to all interactions with customers to establish rapport, while doing all customer service and technical support functions. "
Problem-solving skills. technical support coordinators are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to technical support coordinator responsibilities, because "support workers must identify both simple and complex computer problems, analyze them, and solve them." A technical support coordinator resume example shows how problem-solving skills is used in the workplace: "provide tier ii support to tier i support to provide first call resolution seasonal sales and customer support at indirect retail channels"
Speaking skills. A big part of what technical support coordinators do relies on "speaking skills." You can see how essential it is to technical support coordinator responsibilities because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical technical support coordinator tasks: "addressed and resolved customer complaints empathetically and professionally. "
Writing skills. Another crucial skill for a technical support coordinator to carry out their responsibilities is "writing skills." A big part of what technical support coordinators relies on this skill, since "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." How this skill relates to technical support coordinator duties can be seen in an example from a technical support coordinator resume snippet: "experienced in writing sql scripts to generate reports for back-end database projects using oracle pl/sql developer. "
The three companies that hire the most technical support coordinators are:
- Bank of the West
3 technical support coordinators jobs
- PKF O'Connor Davies3 technical support coordinators jobs
- Live Nation Entertainment2 technical support coordinators jobs
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Compare different technical support coordinators
Technical support coordinator vs. Support
A support employee is responsible for assisting the business operations and responding to customers' inquiries and concerns regarding its goods and services. Support logs all customers' interaction and escalates potential complaints to the appropriate department. They also help with implementing strategic procedures to improve operations and reach maximum productivity. A support employee must have excellent communication and customer service skills, ensuring clients' satisfaction with the services and maintain good feedback to boost the company's brand, attract more clients, and increase revenues.
These skill sets are where the common ground ends though. The responsibilities of a technical support coordinator are more likely to require skills like "phone calls," "excellent interpersonal," "remedy," and "customer support." On the other hand, a job as a support requires skills like "cash management," "hr," "inventory control," and "ladders." As you can see, what employees do in each career varies considerably.
Supports earn the highest salaries when working in the professional industry, with an average yearly salary of $50,563. On the other hand, technical support coordinators are paid more in the technology industry with an average salary of $41,903.The education levels that supports earn slightly differ from technical support coordinators. In particular, supports are 1.8% less likely to graduate with a Master's Degree than a technical support coordinator. Additionally, they're 0.4% more likely to earn a Doctoral Degree.Technical support coordinator vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
Each career also uses different skills, according to real technical support coordinator resumes. While technical support coordinator responsibilities can utilize skills like "phone calls," "excellent interpersonal," "call handling," and "mac os," systems supports use skills like "troubleshoot," "technical support," "pc," and "provides technical support."
Systems supports earn a higher average salary than technical support coordinators. But systems supports earn the highest pay in the professional industry, with an average salary of $72,760. Additionally, technical support coordinators earn the highest salaries in the technology with average pay of $41,903 annually.Average education levels between the two professions vary. Systems supports tend to reach similar levels of education than technical support coordinators. In fact, they're 0.2% more likely to graduate with a Master's Degree and 0.4% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for technical support coordinators in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Technical support coordinator vs. Software support technician
A software support technician is responsible for resolving software application issues, diagnosing related system failures, and writing resolution reports for reference. Software support technicians must be highly-familiarized with the system's infrastructure and interface to immediately diagnose malfunctions and identify maintenance techniques to prevent the reoccurrence of downtimes and delays. They also assist the system engineers in the configuration and optimization of networks, including the installment of upgrades and patch updates. A software support technician must have excellent organizational and communication skills, especially in navigating computer tools and applications to create support tickets and fix the customers' issues efficiently.
The required skills of the two careers differ considerably. For example, technical support coordinators are more likely to have skills like "excellent interpersonal," "remedy," "customer satisfaction," and "mac os." But a software support technician is more likely to have skills like "troubleshoot," "java," "database," and "software support."
Software support technicians earn the highest salary when working in the finance industry, where they receive an average salary of $86,283. Comparatively, technical support coordinators have the highest earning potential in the technology industry, with an average salary of $41,903.Most software support technicians achieve a similar degree level compared to technical support coordinators. For example, they're 0.8% more likely to graduate with a Master's Degree, and 0.5% more likely to earn a Doctoral Degree.Technical support coordinator vs. Customer support technician
A customer support technician is responsible for resolving customer complaints with their network issues through remote communication, providing the customers with a step-by-step procedure to fix their systems. Customer support technicians assist the customers in setting up their programs and applications, guiding them with the instructional manuals, and responding to the inquiries and concerns they have. They also escalate high-level complaints to the immediate supervisor as needed while monitoring system solutions and creating technical tickets.
Types of technical support coordinator
Updated January 8, 2025
