What are the responsibilities and job description for the Technical Support Coordinator position at Abbott Jewelry Systems, Inc?
Technical Support Coordinator
Location: Shelton, CT (On-site)
Company: Abbott Jewelry Systems, Inc.
Employment Type: Full-time
About Abbott Jewelry Systems, Inc.
Abbott Jewelry Systems, Inc. is a Shelton, CT–based software company and the industry leader in point-of-sale and retail jewelry store management solutions for independent jewelers. Our proprietary software, The Edge, is trusted by over 3,000 retail jewelry stores across the United States and Canada.
Position Summary
We are seeking a full-time Technical Support Coordinator to serve as the primary point of contact for our Technical Support department. This role is critical to ensuring a positive customer experience by managing incoming communications, accurately documenting support cases, prioritizing requests, and coordinating efficiently with support technicians. The ideal candidate is organized, customer-focused, and thrives in a fast-paced, team-oriented environment.
Key Responsibilities
- Answer and route incoming technical support calls in a professional and courteous manner
- Monitor and log voicemails and incoming support emails
- Make outbound calls and emails to customers for follow-up, courtesy updates, or to gather additional details
- Create, update, and maintain accurate support cases in our CRM program
- Assess issues and assign appropriate case priority based on urgency and service guidelines
- Manage customer expectations regarding response and callback times
- Schedule customer appointments and coordinate technician availability
- Directing customers on basic troubleshooting, sending remote connections or delivering quick solutions.
- Direct calls to other departments when appropriate and create follow-up cases as needed
- Communicate effectively with the support team both in person and via internal chat tools
Qualifications & Skills
- Strong customer service mindset with patience and a positive attitude
- Proven ability to multitask and manage competing priorities
- High attention to detail and strong organizational skills
- Dependable, punctual, and team-oriented
- Basic knowledge of Windows-based PC environments
- Excellent verbal and written communication skills
Preferred (Not Required)
- Prior experience in a technical support, service desk, or call center environment
What We Offer
- Stable, full-time position with an established industry leader
- Collaborative and supportive team environment
- Opportunity to grow within a technology-focused organization
- Profit-sharing bonus opportunity
- Hybrid work schedule available after successful completion of the probationary period
Abbott Jewelry Systems, Inc. is an equal opportunity employer.
Job Type: Full-time
Pay: $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Please provide salary expectations
Education:
- High school or equivalent (Preferred)
Experience:
- Microsoft Office: 1 year (Preferred)
- Customer Service: 1 year (Preferred)
Work Location: In person
Salary : $18