Technical Support Coordinator

Job Description Department: Store Systems SupportAgents will support INBOUND Calls or INBOUND ChatsTraining Window Dates 7/7/2026 tp 7/22/2026Training Hours 9a-530pTraining Locations Virtual Department Staffing Hours:Monday – Friday 8am – midnight • Saturday 9am – 10pmSunday 10am – 10pmAgent shifts Schedules range with start times from 8a to 330p with 1 weekend shift & 1 day off during weekAgent Shifts cont Shifts will be selected during trainingChannels Supported Phone & Chat Skills:Technical Aptitude RequiredOpen Schedule AvailabilityPrevious call center experience preferredPrevious technical / customer service experience preferredTechnical Support Coordinator (SSS)Work Schedule: Saturday – Sunday between 8AM and Midnight (Except Christmas Day)GENERAL FUNCTION :Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications. Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner.MAJOR DUTIES AND RESPONSIBILITIES:Responsible for providing technical support in a timely, consistent and courteous manner to all Support Centercustomers in the operation of supported systems for approved applications.Responsible for diagnosing/resolving problems through both questioning techniques and through the use ofremote diagnostics."Assists by giving correct resolutions in a clear, concise and courteous manner.Interprets error messages from system software or application programs; initiates required actions.Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.Escalation of unresolved calls to second level support (both internal and external) and follows through to completion.Quality Assurance: Assist with proofing documentation/procedures relating to supported systems.Software Updates: Responsible for coordinating the installation of new software releases from the Beta Test phase through implementation.ADMINISTRATIVE RESPONSIBILITES:Development of procedures for Support CenterRecord all communication relating to associates: questions/problems into call tracking.Proofing and testing of procedures prior to implementation.Assist in training users in the operation of the supported systemsFlexibility to work varied schedules, including evenings and weekends as scheduled.COMMUNICATIONS WITH OTHERS:INTERNAL - All Home Office, Store, and Field Management associates.EXTERNAL - Computer Maintenance Support VendorsSKILLS & QUALIFICATIONS:Excellent written & oral communication skillsProblem resolution - Able to troubleshot computer software/hardware issues over the phoneSuperior organizational skills with a strong attention to detailPleasant phone mannersComputer hardware and software knowledgeStrong Customer Service orientation.EXPERIENCE:Point of Sale environment/retail experience preferredDirect involvement with customer service experienceComputer systems experience.EDUCATION:High School required; College experience preferredCompany Description About company - Since its founded in 1996, CTC has grown into a trusted global partner in AI & ML, Enterprise Applications, Digital Services, Managed Services, and Business Services. With headquarters in Detroit, Michigan, CTC has a team of over 2,000 experts worldwide. We empower more than 100 organizations to tackle complex challenges and transform them into sustainable competitive strengths--driving innovation, efficiency, and growth every step of the way. Our strengths have always been Commitment to Customer, Commitment to Colleagues, and Commitment to Community (CTC). Company Description About company - Since its founded in 1996, CTC has grown into a trusted global partner in AI & ML, Enterprise Applications, Digital Services, Managed Services, and Business Services. With headquarters in Detroit, Michigan, CTC has a team of over 2,000 experts worldwide. We empower more than 100 organizations to tackle complex challenges and transform them into sustainable competitive strengths--driving innovation, efficiency, and growth every step of the way. Our strengths have always been Commitment to Customer, Commitment to Colleagues, and Commitment to Community (CTC).