Technical Support Coordinator I

Are you passionate about technology and customer success? Do you thrive in a fast-paced environment where you can make a real impact? Join our team as a Technical Support Coordinator and help shape the future of professional skills development!

About the Role

As our Technical Support Coordinator, you'll be the driving force behind the successful launch and implementation of our Professional Skills Development (PSD) products. You'll manage technical milestones, provide top-notch customer support, and collaborate across teams to ensure seamless integrations.

What You'll Do

• Spearhead new customer launches, overseeing technical implementations
• Devise optimal strategies for technology integration and user management
• Set up and maintain various platforms and integrations (Blue Ocean Brain, SSO, SFTP, APIs)
• Troubleshoot technical issues and respond swiftly to customer inquiries
• Manage client information and support tickets in HubSpot CRM
• Collaborate with Customer Success, Product Development, and other teams
• Create comprehensive documentation for customer-facing and internal processes
• Present recommendations to manager-level stakeholders
• Prepare and deliver monthly reports on client status and project progress

What We're Looking For

• Strong technical aptitude with a knack for learning new technologies
• Exceptional communication skills - you can explain complex concepts simply
• Customer-focused mindset with a passion for problem-solving
• Ability to juggle multiple priorities without dropping the ball
• Team player who thrives in a collaborative environment
• Openness to feedback and continuous learning

Requirements

• 2+ years of customer-facing technical experience (Help Desk or ticketing systems experience is a plus)

• 2+ years of experience developing workflows in CRM systems (preferably HubSpot) and project management tools (e.g., Monday.com)
• Proficiency in Microsoft Office, particularly Excel (including advanced functions and formulas)
• Strong problem-solving and decision-making skills, with a creative and strategic mindset
• Familiarity with SSO authentication, SFTP servers, and system integrations
• Proven ability to manage multiple tasks/projects while staying organized and meeting deadlines in a fast-paced environment
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences
• Ability to work independently and quickly learn new technologies, while also thriving in a collaborative, agile team environment
• Strong interpersonal skills and initiative in improving processes and enhancing customer experiences
• High interest in technology with strong technical aptitude
• Bachelor’s degree in Computer Science, IT, or a related field (We recognize diverse educational backgrounds and encourage all qualified candidates to apply.)

Benefits

• All the coverage you would expect- health, dental, vision, etc. 
• Learning & Development Program.  We are committed to helping you succeed as you grow your career.  Plus, you have unlimited access to the HSI LMS and library of career development training!
• Work-from-home options.  Where you work from is up to you
• Vacation time.  Take the time you need when you need it
• Retirement benefits.  We want to support your future and offer a generous $1:$1 company match
  

This position has a base range of $45K-50K USD. Where an applicant will ultimately fall within the stated range depends on a variety of factors, including, for example, geographic location and level of experience.

We are a company that cares deeply for its employees, and we understand that all of us have lives outside of work. We encourage a balanced life, and we’ll do everything we can to ensure you find us to be a welcoming, inclusive company. We encourage people of all backgrounds and identities to apply.