Coordinator - Technical Support

Matthews Memorialization; Town of Florida (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading technology provider in cremation solutions is seeking a Coordinator – Technical Support in New York. This role requires providing technical support and resolving issues in the Information Systems and Technology architecture. The ideal candidate should have an associate’s degree, 2+ years of technical support experience, and strong problem-solving skills.

Qualifications

• 2+ years of previous technical support experience.
• Strong analytical, prioritizing, and problem-solving skills.
• Ability to develop collaborative relationships.

Responsibilities

• Provide technical support to customers and colleagues.
• Solve complex problems regarding technical support.
• Create reference documentation for after sales tasks.

Skills

Technical support

Problem-solving

Analytical skills

Communication skills

Project management

MS Office Suite proficiency

Education

Associate’s Degree in Information Technology or related field

Job description

Position Summary

The Coordinator – Technical Support is responsible for providing a single point of contact for the efficient resolution of technical issues that develop within the Information Systems and Technology architecture.

Job Responsibilities

• Offers technical support to customers, sales, distributors, field service and operations via telephone, internet and/or field environment.
• Solves complex problems regarding technical support.
• Creates reference documentation to support the after sales tasks, including work orders, drawings, and schematics.
• Creates inventory lists for needed parts and/or equipment.
• Estimates repair and/or product costs.
• Participates in problem solving and root cause analysis with the customer.
• Provides training for internal/external employees on technical support.
• Additional duties as assigned.

Additional Responsibilities

Additional responsibilities as assigned.

QUALIFICATIONS / REQUIREMENTS

• Associate’s Degree or equivalent from two-year college or technical school in Information Technology or related field.
• 2+ years of previous technical support experience; or equivalent combination of education and experience.
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem‑solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast‑paced and deadline‑oriented environment.
• Ability to work with and influence peers and senior management.
• Self‑motivated with critical attention to detail, deadlines and reporting.
• Ability to work overtime as necessary.

Additional Qualifications

Additional qualifications as required.

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.
• Reasonable accommodations may be made to enable individuals to perform the essential functions.

Company Background

The Matthews Environmental Solutions division of Matthews Memorialization is a worldwide leader in the design and manufacture of technologically advanced crematoria equipment, as well as cremation‑related products and services. It is a total solutions provider for combustion products and services with a passion for the environment and success for our clients. We are a global leader in cremation equipment, waste incinerator systems, environmental solutions, service, parts, supplies, crematory management and memorial products. We have a passion for innovation and are committed to continually finding new solutions for a varied customer base.