Technical Support Coordinator

Job Title : Technical Support Coordinator

Location : 4000 Luxottica Place, Mason, OH 45040 (Hybrid In office 3 days/week)

Duration : 3+ Months contract (with possible extensions)

Payrate : $21/hr on W2.

Role Overview:

The Technical Support Coordinator Store Systems Support provides remote deskside/chat-based technical support to retail store associates across North America. This role focuses on troubleshooting Windows-based store systems , basic PC hardware, and software applications while delivering a highly empathetic, customer-focused experience .

You will be the first line of technical assistance, helping store teams stay up and running so they can serve customers without disruption.

Key Responsibilities

• Provide remote deskside support via chat (and possibly phone/email) for store associates and internal users.
• Troubleshoot issues related to:
• Microsoft Windows (primarily standard desktop & laptop environments)
• Application installs and configurations
• System configurations on Windows machines
• PC hardware (CPU, monitor, keyboard, mouse, basic cabling/connectivity)
• Basic network / connectivity and peripheral issues as applicable
• Use documented procedures, knowledge articles, and tools to resolve incidents within defined SLAs.
• Accurately document all interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex or unresolved issues to higher-level support teams following standard escalation paths.
• Collaborate with team members, trainers, and leads to share knowledge and continuously improve support quality.
• Demonstrate strong empathy, patience, and active listening when working with store associates who may not be technical.
• Meet or exceed performance metrics related to response time, quality, customer satisfaction, and productivity .

Required Skills & Qualifications

• Basic technical knowledge of Microsoft Windows , including the ability to:
• Troubleshoot application installation issues
• Review and adjust standard Windows system configurations (desktop/laptop)
• Basic PC hardware knowledge , including understanding of:
• CPU/desktop units, monitors, peripherals
• Basic hardware connectivity and cabling
• Basic hardware and software application troubleshooting ability.
• Prior experience in at least one of the following (or similar) is strongly preferred:
• Technical support / Helpdesk / Service Desk
• Retail store systems support
• Call center / contact center support
• Strong empathy and customer service mindset able to remain calm, patient, and solution-focused.
• Excellent verbal and written communication skills .
• Ability to follow standard processes, scripts, and knowledge articles .
• Comfortable working in a metrics-driven and fast-paced environment.
• Must be able and willing to:
• Attend in-person training in Mason, OH for the first 3 4 weeks (Mon Fri).
• Work in-office on Fridays on an ongoing basis after training.
• Return on-site for additional uptraining as scheduled (e.g., one week after 30 days).