[Hiring] Technical Support Coordinator @Marchex

Role Description

The Technical Support Coordinator serves as a trusted first point of contact for customers experiencing technical issues, combining thoughtful analysis, structured troubleshooting, and clear communication to move each case toward resolution. The position takes ownership of gathering evidence, identifying root causes for routine issues, documenting findings, and coordinating effective escalations when deeper expertise is required.

By keeping customers informed and partnering closely with Technical Support and cross-functional teams, the coordinator helps restore service, build customer confidence, and protect the value customers receive from Marchex solutions.

Outline of Duties and Responsibilities

• Technical Issue Analysis (45%)
  • Review incoming support cases and gather the details needed 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 within assigned permissions.
  • Escalate complex or high-impact issues with clear evidence, troubleshooting history, customer impact, and recommended next steps.
• Customer Communication (35%)
  • Communicate with customers by service tickets and phone using clear, professional, and empathetic language.
  • Ask effective clarifying questions, set expectations, and provide timely status updates through resolution.
  • Translate technical findings into customer-friendly explanations and practical next steps.
  • Confirm resolution and customer understanding before closing cases.
• Case Management and Collaboration (20%)
  • 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 as needed.
  • Contribute to knowledge resources and participate in coaching, training, and team meetings.

Qualifications

• High school diploma or equivalent required; post-secondary coursework or relevant customer service or technical experience is a plus.
• 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; exposure to ticketing systems, reporting tools, APIs, SQL, or log analysis is helpful but not required.
• Reliable attendance and ability to work scheduled business hours, including occasional adjusted coverage as business needs require.

Working Conditions

This is a part-time, non-exempt hourly position scheduled for approximately 25 hours per week. The work schedule will be set during business hours, Monday through Friday, between 8:00 a.m. and 5:00 p.m. in the employee’s local U.S. time zone. Schedules are flexible and may consist of shorter shifts across five days or longer shifts on fewer days. The specific schedule will be determined at the time of hire based on business needs and candidate availability, and may be adjusted over time with advance notice.

The role requires reliable availability during assigned shifts. Occasional schedule adjustments or additional hours may be requested based on operational needs and in accordance with applicable law.

Location

This is a remote position open to candidates residing in eligible U.S. states. Candidates must have a quiet, private, and distraction-free workspace suitable for customer phone calls, along with reliable high-speed internet. Marchex will provide a laptop.

Work Environment

The employee regularly uses a computer, support systems, phone, email, and chat throughout each shift. The role requires extended periods of computer work and phone communication, including the use of a headset.

Benefits

• This part-time hourly role is eligible for paid sick leave in accordance with applicable state and local law.
• Participation in the company 401(k) plan, subject to plan eligibility requirements.

Compensation

This hourly role is eligible for overtime in accordance with applicable law. Placement within the range depends on skills, experience, and location.