Remote Technical Support Coordinator

Marchex; Seattle (WA); Remote; USD 21,000 - 26,000; Part time

Benefits offered by this job

Paid sick leave

401(k) plan

Job summary

Marchex is seeking a Technical Support Coordinator for a part-time, remote role open to eligible U.S. states. The position focuses on analyzing issues, troubleshooting, and clear customer communication to restore service and protect customer value.

You will own case documentation, coordinate escalations as needed, and collaborate with cross-functional teams to improve service reliability and customer experience.

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.

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.

Skills

Analytical thinking

Problem-solving

Written communication

Verbal communication

Documentation

Education

High School Diploma

Tools

Ticketing systems

Microsoft Office

APIs

SQL

Log analysis

Reporting tools

Job description

Marchex is seeking a Technical Support Coordinator for a part-time, remote role open to eligible U.S. states. The position focuses on analyzing issues, troubleshooting, and clear customer communication to restore service and protect customer value.

You will own case documentation, coordinate escalations as needed, and collaborate with cross-functional teams to improve service reliability and customer experience.