Associate Technical Support Specialist

Position Overview

We are seeking an Associate Technical Support Coordinator to join our team and provide foundational support for client issues and internal escalations. In this entry-level role, you will focus on resolving standard support tickets, assisting with documentation, and shadowing more senior team members on technical escalations. This role is designed for individuals who are eager to build technical troubleshooting skills, gain exposure to SaaS platforms, and develop the analytical thinking required to advance into technical escalation roles.This role operates within clearly defined support procedures and escalation criteria, emphasizing accuracy, documentation quality, and disciplined handoff rather than independent system-level decision-making.

Your Impact & Contribution

As an Associate Technical Support Coordinator, you will support ticket triage, reproduce and document issues with clear, structured notes, and contribute to troubleshooting guides and internal documentation. High-quality documentation and accurate issue reproduction are core outputs of this role, forming the foundation for effective escalations and long-term support quality.

Your Professional Learning Journey

In the Associate Technical Support Coordinator role, your focus is on building a strong technical foundation and learning how issues move through a SaaS support and escalation ecosystem. You’ll develop core troubleshooting skills, improve your ability to document and communicate technical findings, and gain hands-on exposure to QA and escalation workflows.

Over time, you’ll learn how to identify patterns in client-reported issues, understand when and how to escalate effectively, and contribute to higher-quality documentation and support processes. This role prepares you for advancement into Technical Support Specialist, Escalations, QA, or Product Support roles by strengthening both your technical judgment and your operational discipline.

What Success Looks Like

• Tier 1 and Tier 2 support tickets are resolved accurately and within expected SLAs
• Issues are clearly documented with reproducible steps and helpful technical notes
• Escalations are thoughtful, well-prepared, and reduce back-and-forth with senior teams
• Troubleshooting documentation improves in clarity, accuracy, and usefulness
• Recurring issues are consistently identified and communicated to escalation teams
• You demonstrate growing independence and confidence in technical problem-solving
• Senior team members trust your documentation and ticket triage decisions
• You show clear readiness to take on more complex technical or escalation-focused work

Key Responsibilities

• Resolve Tier 1 technical support tickets independently and Tier 2 tickets under guidance from senior team members, following documented procedures and escalation criteria.
• Assist with reproducing client issues and documenting troubleshooting steps in the ticketing system.
• Escalate complex cases to Technical Escalations & Support Specialists with clear notes and supporting documentation.
• Support the creation and maintenance of basic troubleshooting documentation and internal workflows.
• Shadow senior team members on QA reviews and bug reproduction processes to learn escalation workflows.
• Collaborate with chat support leads to improve documentation quality and client-facing guidance.
• Track recurring issues observed in ticket volume and report them to escalation team members.
• Participate in team meetings and contribute feedback on improving ticket resolution processes.

Requirements

• Bachelor’s degree or equivalent experience.
• 0–2 years of experience in technical support, help desk, or related field.
• Strong aptitude for technology and analytical problem-solving.
• Basic familiarity with SaaS applications or EMR/CRM systems.
• Strong written communication skills and attention to detail.
• Desire to grow into technical troubleshooting, QA, or product support roles.

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Application Question(s):

• Have you reviewed the job description and salary range?

Ability to Commute:

• Irving, TX 75062 (Required)

Work Location: Hybrid remote in Irving, TX 75062