Skip to Main Content

Technical Support Coordinator-Zendesk

Luminator Technology Group
Plano, TX
  • Expired: July 25, 2022. Applications are no longer accepted.

Luminator Technology Group is a global leader in technology solutions that increase intelligence, safety, and efficiency for public transit operations. Delivering a universal portfolio of hardware and software solutions through well-known and well-established regional organizations, Luminator is a global company with a small-enterprise approach and commitment to customer success, serving customers in more than 85 countries, and employing nearly 1,000 people worldwide.

 

Luminator is a leading innovator in the design and manufacturing of communications and lighting products for more than 90 years in transit, rail, and aerospace industries. Luminator is seeking to fill our Full-Time Technical Support Coordinator role to join our growing and dynamic Technical Support team where you will be an integral part of the team by providing valuable input as we work toward assessing and implementing goals and mission of the department and Luminator. This is an opportunity to be part of something new and exciting within Technical Support.

 

Summary:   

Luminator is seeking a Technical Support Coordinator who is committed to transparency, diversity, teamwork, and the relentless pursuit of excellence. In this position, you will be coordinating the activities of technical support teams by monitoring incoming support calls utilizing the Zendesk ticketing system to ensure clients and staff receive optimal support and service. This role will be both internal and external customer facing and have a unique opportunity to the tone and culture for both Luminator's customers and employees.

 

Why Work at Luminator:

At Luminator, we believe that the talent, knowledge, and commitment of our people is the backbone of our company/business. We are committed to hiring talented individuals who are respectful, trustworthy, value diversity, committed to teamwork, and relentlessly pursue excellence in their role. Luminator promotes transparency and accountability at all levels within the organization.

 

Luminator offers a wide range of benefit programs, including healthcare, dental, vision, employee assistance programs, tuition support, and 401k options as well as start earning time off on your first day. In this role, you'll be part of a team that is building an inclusive and diverse culture of excellence!

 

Essential Duties and Responsibilities:

  • Manage organizations Zendesk ticketing queue and assign/monitor tickets in alignment with established SLA guidelines
  • Answer, evaluate, prioritize and escalate as appropriate incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems
  • Produce, provide, and maintain technical documents for resolution processes and ensure technical support policies and procedures are documented and adhered to, based on management direction
  • Identify and analyze trends in customer support issues/tickets and partner with cross-functional teams to determine initial courses of action
  • Dispatching and coordination of field service entities to support all field service initiatives
  • Monitor all open field activities and ensure customer expectations are aligned with our field activities, including following up with both customers and service entities to inform of changes and updates to the plans
  • Coordinate, support, and follow-up for various departmental initiatives such as product updates, field associate communications, and other field initiatives
  • Provide continuous status information to ensure customer satisfaction
  • Devise standard operating procedures for all technical support functions
  • Other duties as assigned

 

Knowledge, Skills & Abilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without accommodation. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

  • Able to effectively communicate the business requirements to technical teams for issue resolution, new projects and/or improvement enhancements for customer service
  • Possess the fundamental understanding of internet connectivity, networking terminology, web, and email protocols
  • Capability and willingness to learn new skills and basic industry terminology
  • Demonstrated ability to organize and direct a team
  • Excellent communication, problem-solving, and analytical skills
  • Strong organization skills with an attention to detail

 

Education/Experience: 

  • 3+ years of experience in a Customer Service in a call center environment required
  • Extensive experience/ knowledge of Zendesk or similar/related ticketing system required  
  • Bachelor's degree in business or related field preferred

 

 

Physical Demands and Work Environment:
The physical demands and work environment described below represent the activities and surroundings of the positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you require a reasonable accommodation, please contact careers.us@luminator.com.

  • Physically required to regularly walk, sit, bend, twist, stand and reach in a normal office environment
  • The employee may occasionally lift up to 20 pounds.
  • Ability to perform constant work on computer
  • Specific vision abilities required by this job are close, distance, color and peripheral vision, depth perception and the ability to adjust focus

 

 

Luminator Technology Group intends to provide a safe and drug-free work environment for our customers and our employees, as a condition of employment Luminator Technology Group will require a negative drug screen as part pre-employment process as required under applicable laws and guidelines related to federal contracts.

 

Luminator Technology Group an equal opportunity employer. It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator strictly prohibits any such discrimination or harassment.

 

The above-described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements. These may be amended at any time during employment.

 

Luminator Technology Group does not accept staffing agency candidates for our postings. Agencies need not contact.

 

All positions posted are required to be in office unless otherwise posted.

It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator prohibits any such discrimination or harassment.

The above described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements.

Luminator Technology Group does not accept staffing agency candidates for our postings.

All positions posted are required to be in office unless otherwise posted.

Share Apply Apply for this position Required * Apply with First Name* Last Name* Email Address* Phone* Address Resume* We've received your resume. Click here to update it. Attach resume or Paste resume Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Cover Letter What's your highest level of education completed? No answerGED or EquivalentHigh SchoolSome CollegeCollege - AssociatesCollege - Bachelor of ArtsCollege - Bachelor of Fine ArtsCollege - Bachelor of ScienceCollege - Master of ArtsCollege - Master of ScienceCollege - Master of Fine ArtsCollege - Master of Business AdministrationCollege - DoctorateMedical DoctorOther Are you 18 years of age or older? -- No answer --YesNo Will you, now or in the future, require visa sponsorship for employment in the U.S.?* -- No answer --YesNo What is your minimum salary requirement?* Are you comfortable working in an in-office environment?* -- No answer --YesNo Have you previously worked for or been contracted by Luminator or any of its subsidiaries?* -- No answer --YesNo How did you hear about this position?* -- No answer --GlassdoorHandshakeIndeedLinkedInLuminator Career PageTexas Workforce Commission/WorkInTexasZipRecruiterEmployee ReferralOther If you were referred by a Luminator employee, enter their name here. If you answered "other", please enter the posting location here. The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more. GenderDecline to...

Luminator Technology Group

Address

Plano, TX
USA

Industry

Technology

View all jobs at Luminator Technology Group