Technical Support Coordinator – Part Time

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $15 - $19 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Marchex

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

🏥 Healthcare

📣 Marketing

🚘 Automotive

Healthcare • Marketing • Automotive

Marchex is a SaaS company that turns phone and text conversations into AI-powered insights for marketing, sales, and customer experience teams. Their platform offers conversation intelligence, call tracking & attribution, business text messaging, and integrations to help businesses attribute offline calls to digital campaigns, surface missed opportunities, measure agent performance, and optimize operations. Marchex serves primarily B2B customers across industries like automotive, home services, healthcare, real estate, and advertising by providing actionable recommendations and real-time analytics to drive revenue and improve customer outcomes.

📋 Description

• Review incoming support cases and gather details to reproduce and understand reported issues • Perform initial troubleshooting using approved tools, product documentation, logs, reports, and established diagnostic steps • Identify patterns, document findings, and resolve routine product, configuration, data, and integration issues • Escalate complex or high-impact issues with evidence, troubleshooting history, customer impact, and recommended next steps • Communicate with customers through service tickets and phone • Ask clarifying questions, set expectations, and provide timely status updates • Translate technical findings into customer-friendly explanations and practical next steps • Confirm resolution and customer understanding before closing cases • Maintain accurate case notes, categorization, severity, ownership, and resolution details in the support system • Follow service-level targets, escalation procedures, security requirements, and documented support processes • Partner with senior support staff and teams across Customer Revenue & Operations, Product, Engineering, Telecom, and other functions • Contribute to knowledge resources and participate in coaching, training, and team meetings

🎯 Requirements

• High school diploma or equivalent required • Interest in technology and ability to learn software products, support tools, and structured troubleshooting methods • Strong analytical and problem-solving skills, with attention to detail and a methodical approach • Clear written and verbal communication skills and comfort communicating with customers • Ability to document work accurately, manage multiple cases, follow established procedures, and meet response expectations • Basic proficiency with web applications and Microsoft Office • Reliable attendance and ability to work scheduled business hours, including occasional adjusted coverage as business needs require • Approximately 25 hours per week availability • Reside in an eligible U.S. state • Quiet, private, distraction-free workspace suitable for customer phone calls • Reliable high-speed internet

🏖️ Benefits

• Paid sick leave in accordance with applicable state and local law • Participation in the company 401(k) plan, subject to plan eligibility requirements • Overtime eligibility in accordance with applicable law • Flexible remote work schedule during business hours • Company-provided laptop

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