Technical Support Coordinator

ABOUT US

TargetPath is a consultancy that helps companies reach their potential faster with a higher probability of success. We provide a veteran team that works alongside the client to develop and execute business plan, go-to-market and operational strategy.

OBJECTIVE

The Technical Support Coordinator is a customer-focused, technically-capable team member responsible for providing exceptional day-to-day support to customers, partners, and internal teams. This role is approximately 80% customer support and 20% technical support, requiring someone who can confidently communicate with customers while also digging into more complex hardware, software, connectivity, and product-related issues. The ideal candidate is a personable, patient, and technically curious problem solver who enjoys helping customers and can learn and navigate complex products and systems. Experience supporting digital displays, AV equipment, audio equipment, headphones, power, or related consumer electronics is highly preferred. TargetPath supports multiple consumer electronics brands as our clients. This role works within each of these client teams to support the customers of each of these brands. The Technical Support Coordinator will serve as a key point of contact for customer questions, troubleshooting, service issues, RMAs, and escalations. The Technical Support Coordinator will work closely with internal teams, vendors, service partners, and customers to identify issues, coordinate resolutions, and ensure a positive customer experience.

PRIMARY RESPONSIBILITIES

Customer Support & Service Serve as a primary point of contact for customer support inquiries, service requests, and product-related questions. Provide timely, professional, and solutions-oriented support via email, phone, and other customer communication channels. Troubleshoot customer issues and guide users to solutions Communicate technical information to both technical and non-technical audiences. Escalate more complex technical issues to appropriate internal teams, vendors, or service partners while maintaining ownership of the customer experience and ensuring issues are resolved in a timely fashion. Identify recurring customer issues and communicate trends and feedback to internal teams. Manage customer issues from initial inquiry through resolution, maintaining ownership and providing regular updates along the way Technical Troubleshooting Provide first-line technical support for displays, AV equipment, audio products, computers, peripherals, and related technologies. Troubleshoot issues involving device connectivity, network settings, software configuration, drivers, USB devices, audio/video settings, and other common technical challenges. Assist customers with product setup, configuration, installation, and basic system integration. Reproduce customer issues when possible and gather the information needed to identify root causes. Use diagnostic tools, product documentation, knowledge bases, and other resources to investigate and resolve technical issues. Escalate issues that require deeper engineering or product expertise and provide clear documentation of troubleshooting steps and findings. Support the Sales Ops and Product teams with the testing of products and equipment to help identify failures or quality issues. Service, Repair & Product Support Coordinate service and repair activities with customers, vendors, carriers, and internal teams. Track service cases and ensure issues are progressing toward timely resolution. Monitor recurring product failures, service trends, and customer feedback and communicate notable patterns to the appropriate team. Assist with maintaining and improving troubleshooting guides, FAQs, knowledge base articles, and standard operating procedures. Provide feedback to internal teams on customer experiences, product issues, and opportunities to improve products or support processes.

QUALIFICATIONS

1-3+ years of experience in customer support, technical support, service, operations, or a related field. Experience in a customer-facing role with demonstrated ability to manage customer issues through resolution. 1+ years of technical support experience in consumer electronics. Experience in digital displays and audio technology environments is highly preferred Experience working with helpdesk software such as ZenDesk, FreshDesk, etc Demonstrated ability to troubleshoot hardware and software issues and learn new products and technologies quickly. Basic understanding of computer hardware, operating systems, networking, connectivity, and peripherals. Ability to understand technical product information and translate it into clear, customer-friendly communication. Proficiency with Microsoft Office and/or Google Workspace, including Excel/Google Sheets. Strong written and verbal communication skills. Excellent customer service and interpersonal skills. Strong problem-solving and analytical abilities. Highly organized with excellent attention to detail and follow-through. A genuine interest in technology and helping people solve problems.

ADDITIONAL REQUIREMENTS

Ability to lift and carry equipment weighing up to approximately 50 lbs. as needed. Ability to occasionally travel to customer or partner locations for service or troubleshooting support. Availability to occasionally provide customer support outside of standard business hours when needed.

Benefits:

401(k) Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Experience:

Technical support: 1 year (Required)

Work Location:

In person