Technical Support Coordinator

Last Updated:
June 29, 2023

Job Description Overview

A Technical Support Coordinator plays a crucial role in the Information Technology industry, focusing on resolving technical issues and providing support to customers. Technical Support Coordinator job description involves the coordination and management of various technical support tasks, troubleshooting system malfunctions, and ensuring effective technical solutions. 

As a Technical Support Coordinator, you'll be responsible for managing customer queries, tracking problem reports, and overseeing customer satisfaction with service delivery. You must have excellent communication and problem-solving skills, being able to collaborate with colleagues and escalate issues further to the senior team if necessary.

Your day-to-day duties will include remote technical assistance, administering software updates, documenting and analyzing technical issues, and collaboratively working with other support teams. A Technical Support Coordinator should be proficient in technical systems like operating systems, networking, and database software. The role is ideal for individuals with a passion for technology, critical thinking, and excellent customer service skills.

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Job Duties and Responsibilities

  • Respond to customer inquiries via phone, email, or chat to provide technical assistance.
  • Assist customers with software, hardware, and network issues, troubleshoot problems, and provide solutions.
  • Escalate complex technical issues to senior support teams or to management as needed.
  • Coordinate and manage support cases with team members to ensure timely resolution.
  • Maintain detailed records of customer interactions, reported issues, and resolutions in a ticketing system.
  • Keep up-to-date on new technologies, software, and hardware products in order to provide better support to customers.
  • Communicate effectively with customers, team members, and other stakeholders to ensure resolution of issues.
  • Provide training to customers on software and hardware products.
  • Work with technical vendors and partners to resolve technical issues related to products and services.
  • Participate in team meetings and contribute to ongoing process improvements.

Experience and Education Requirements

To get a job as a Technical Support Coordinator in the Information Technology industry, you usually need a high school diploma or equivalent, but some employers require a bachelor’s degree in computer science, information technology, or a related field. Additionally, you must have some experience in technical support or customer service. Employers usually prefer candidates with good communication skills, ability to solve problems, and strong computer skills. Some technical training such as network administration, hardware or software installation, troubleshooting and repair may also be required. The position may involve working closely with other employees, so teamwork and collaboration skills are also essential.

Salary Range

The expected salary range for a Technical Support Coordinator in the Information Technology industry in the United States is around $38,000 to $67,000 annually. This role involves providing technical assistance to customers and clients, troubleshooting, and resolving issues. Salaries for this position may differ based on experience, education, and location. In the United Kingdom, the range is around £18,500 to £25,000 per annum, while in Australia, it is roughly AU$43,000 to AU$72,000 per year. It's important to keep in mind that salary ranges may vary based on the specific company and industry. Sources: 

  1. - Technical Support Coordinator salary range 
  2. - Technical Support Coordinator salary information 
  3. - Technical Support Coordinator salary statistics.

Career Outlook

The career outlook for a Technical Support Coordinator in the Information Technology industry is growing, according to multiple sources. The Bureau of Labor Statistics states that employment opportunities for computer support specialists, which includes Technical Support Coordinators, is projected to grow 8% from 2019 to 2029, faster than the average for all occupations. This is due to the continued advancement of technology and the increasing need for companies to maintain and troubleshoot their systems.

In addition, companies are placing an emphasis on strong customer service skills, which is a key component of a Technical Support Coordinator's role. According to Forbes, "there is a strong demand for technical support staff with the right combination of customer service, communication, and technical skills." This means that Technical Support Coordinators who possess these skills will be highly sought after in the industry.

Overall, the career outlook for a Technical Support Coordinator is promising and presents a variety of opportunities for growth and advancement.

Frequently Asked Questions (FAQ)

Q: What exactly does a Technical Support Coordinator do?

A: A Technical Support Coordinator is responsible for assisting clients or customers with technical issues, troubleshooting, and resolving problems related to computer hardware, software, or network systems.

Q: What kind of skills do I need to be a good Technical Support Coordinator?

A: Strong customer service skills, problem-solving abilities, and technical expertise, including knowledge of operating systems, networking, and software applications, are essential for the role.

Q: What qualifications do I need to become a Technical Support Coordinator?

A: Employers usually require a degree in computer science, information technology, or a related field. Relevant experience, certifications from network providers, and good communication skills are also important.

Q: What are the typical work hours for a Technical Support Coordinator?

A: Technical support coordinators usually work full-time, but the schedule may vary, depending on the employer. Some may work evenings, weekends, or holidays, especially if they provide support to clients in different time zones.

Q: How much can I expect to earn as a Technical Support Coordinator?

A: The average salary for a Technical Support Coordinator in the United States is around $56,000 per year. However, the salary may vary, depending on the employer, location, and level of experience.

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