Customer Support Coordinator

PTD Technology, Inc. is currently looking for a Customer Support Coordinator for one of our educational projects.  PTD Technology, based in East Lansing, Michigan, has over 45 years of experience working with Federal, State and local governments, Universities, local school districts as well as small business and large corporations providing IT services.

Location: Hybrid (Michigan) or Fully Remote for the Right Candidate

Employment Type: Full-Time

Salary Range: $18.00 - $25.00 per hour (based on experience)

About the Role

We maintain a suite of applications for the support of career and technical education in Michigan and are looking for a customer-focused and detail-oriented Customer Support Coordinator to join our team

In this role, you will serve as a primary point of contact for educators and school staff, helping them effectively utilize this platform. You'll provide outstanding customer service, troubleshoot issues, coordinate training support, and contribute to maintaining our online knowledge base.

This position offers excellent opportunities for professional growth and advancement as you develop expertise with our system and expand your involvement in knowledge management and website content administration.

Key Responsibilities

Customer Support

• Respond to incoming phone calls and emails from users.
• Assist customers with system questions, troubleshooting, and issue resolution.
• Escalate or route complex inquiries to the appropriate team members.
• Accurately document customer interactions using the organization's customer support platform.
• Deliver professional, responsive, and high-quality customer service.

Training Support

• Register users for online training sessions.
• Assist participants with accessing and navigating training resources.
• Provide support during online training events and answer participants' questions.
• Help ensure a positive and effective learning experience for users.

Knowledge Base & Documentation

• Assist with maintaining and updating the online knowledge base.
• Review existing documentation for accuracy and relevance.
• Update user guides, FAQs, and support materials as system changes occur.
• Collaborate with team members to improve self-service resources for customers.

Qualifications

Required

• Strong customer service skills, both by phone and in person.
• Excellent communication and interpersonal abilities.
• Basic computer proficiency and the ability to quickly learn new software systems.
• Strong organizational skills and the ability to manage multiple priorities.
• Positive attitude, professionalism, and a collaborative team mindset.

Preferred

• Experience providing technical customer support.
• Experience using customer support or help desk software.
• Word processing and documentation experience.
• Interest in knowledge base management and content development.
• Experience with content management systems such as WordPress.

What We Offer

• Competitive hourly pay based on experience
• Medical and dental insurance
• 401(k) retirement plan
• Paid time off
• Flexible work arrangements, including hybrid and remote opportunities
• Ongoing training and professional development
• Clear opportunities for advancement and increased responsibility

Growth Opportunities

This position provides significant potential for career advancement. Team members who develop expertise in the support platform may take on expanded responsibilities, including advanced system support, training leadership, knowledge base administration, and website content management using WordPress.

If you enjoy helping people, learning new technologies, and contributing to the success of Michigan's educational community, we'd love to hear from you.