It is the Technical Support Coordinators responsibility to serve as a liaison between the Technical Analyst, Product and customer-facing team. These employees analyze the support interactions we receive, compile this data, and communicate these trends to global stakeholders to assist them in driving the right product initiatives. In turn, they are responsible for communicating important product updates to our India Support team regarding defects and newly released features/products. Our customer-facing teams rely on this role as the point of escalation internally due to its deep understanding and expertise of our global product portfolio. In addition, the Technical Coordinator is responsible for leading training sessions to improve the product knowledge of our Support team.
Must-Haves
- Graduationdiploma
- Prior experience in a service environment, or
- An equivalent combination of education and experience to successfully perform the job duties and responsibilities.
- 24+ months of high performance within Hudl s Email Coordinator team
- Experience with SQL, Redash or Sumo is desirable
Nice-to-Haves
- Highly analytical & logical mindset
- Attention to detail
- Willingness to proactively tackle new challenges
- Exceptional problem solving skills
Your Role
- Serve as an escalation point for difficult support interactions for our Support team
- Analyze support interactions and communicate trends to our Technical Analyst team to assist in refining product development and strategy.
- Communicate important product updates, changes and defects to our Support team
- Refine and lead training and education sessions for our Support team
- Review interaction data to ensure accuracy
- If applicable - align with local product teams to serve as a Support stakeholder
