Marchex

AI-powered conversational intelligence for revenue analytics

Technical Support Coordinator

Customer SupportUpdated on Nov 13

Part-timeRemote in USA$15 - $19 /hr

About the Job

Requirements

A high school diploma or equivalent is required.
The candidate should have an interest in technology and the ability to learn software products, support tools, and structured troubleshooting methods.
The candidate must have strong analytical and problem-solving skills, attention to detail, and a methodical approach.
The candidate must have clear written and verbal communication skills and be comfortable communicating with customers.
The candidate must be able to document work accurately, manage multiple cases, follow established procedures, and meet response expectations.
The candidate must have basic proficiency with web applications and Microsoft Office.
The candidate must have reliable attendance and be able to work scheduled business hours, including occasional adjusted coverage as business needs require.
The candidate must be reliably available during assigned shifts. Occasional schedule adjustments or additional hours may be requested based on operational needs and in accordance with applicable law.
Candidates must reside in eligible U.S. states and have a quiet, private, distraction-free workspace suitable for customer phone calls, along with reliable high-speed internet.

Responsibilities

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.
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.
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.

Desired Qualifications

Post-secondary coursework or relevant customer service or technical experience is a plus.
Exposure to ticketing systems, reporting tools, application programming interfaces, SQL, or log analysis is helpful but not required.

Job Overview
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.

Job Impact
The Technical Support Coordinator helps protect customer relationships and revenue by combining disciplined technical analysis with responsive, accurate communication. The role improves issue resolution through complete case documentation, effective troubleshooting, appropriate escalation, and consistent follow-through from initial contact through closure.

Team
The Technical Support team serves as the central point for investigating and resolving customer-reported product and service issues. The team analyzes configurations, data, integrations, reports, call flows, and system activity; resolves issues within its scope; and coordinates escalations to Product, Engineering, Telecom, and other specialists. Through clear customer communication, accurate case management, trend analysis, and knowledge sharing, Technical Support improves service reliability and the overall customer experience.

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.

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.

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 (for example, 5 hours per day) or longer shifts on fewer days (for example, three or four days per week). 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. Eligible states are listed in the online application. 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.

About the Company

Marchex

AI-powered conversational intelligence for revenue analytics

Marchex uses AI-powered conversational intelligence to turn customer conversations across channels into actionable, prescriptive analytics. Its platform extracts insights from interactions, then provides recommended actions and decision support to executives, sales, and marketing teams, with a focus on vertical market data for B2B2C brands. How it works: data from calls, chats, and other customer interactions is analyzed by AI to understand intent, issues, and opportunities, producing prescriptive playbooks and dashboards that guide strategy and execution. How it differs from competitors: Marchex emphasizes prescriptive analytics and enterprise alignment across business functions, targeting specific vertical markets and large brands, rather than just reporting or generic insights. Its goal is to help organizations optimize the customer journey, improve operational efficiency, and increase revenue by making informed, coordinated decisions and actions across channels.

Company size: 201-500
Company stage: IPO
Headquarters: Seattle, WA
Founded: 2003

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