Support Coordinator

Profile

**MEMBERS ONLY**SIGN UP NOW***. is on the lookout for a driven, well-rounded Support Coordinator to join our Technology Services team. This role is the connective tissue that holds the team together by ensuring we’re always meeting the technological needs of the entire company in a timely and effective manner. As a Support Coordinator, you’ll identify the root cause of help desk requests and dream up solutions that are easy for people throughout the company to implement themselves. If you’re someone who has always been drawn to helping people find solutions to their problems, read on!
What you’ll do:
Review all incoming support requests in our retail and corporate help desk ticket queue, and either resolve the issue or escalate it to an engineer
Welcome all new hires on their first day by setting up their hardware, familiarizing them with our systems, and creating their accounts
Coordinate with stores experiencing internet outages during business hours, working with service providers to ensure speedy recovery
Order and track all hardware purchases and returns to our NYC-HQ location
Support store openings by facilitating hardware deliveries and coordinating on-site tech visits for set up
Dispatch technicians and/or new hardware to our stores to maintain business continuity across over 120 retail locations
Maintain and update our evergreen support documents (e.g., how to reboot your Chromebook)
Create weekly educational presentations to help us meet our ongoing goal of reducing the amount of support tickets
Who you are:
Backed by two or more years of experience in a customer service position
Curious by nature, always seeking to find the root cause of an issue and not just a surface answer
A critical thinker with a solution-oriented drive
A concise, clear, and creative communicator who’s confident providing remote assistance over the phone, via chat, or through tickets
Passionate about technology, supporting colleagues, and process improvement
Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)
Extra credit:
A background in retail
Project management experience
Familiar with Google Docs and Google Sheets
About us:
**MEMBERS ONLY**SIGN UP NOW***. was founded with a lofty objective: to offer designer eyewear at a revolutionary price while leading the way for socially conscious businesses. By circumventing traditional channels and designing our frames in-house, we’re able to offer top-quality glasses and sunglasses (plus an uncommonly delightful shopping experience) at a fraction of the traditional going price.
Since starting out in 2010, we’ve set up headquarters in New York City and Nashville, built our own optical lab, and opened retail locations all around the U.S. and Canada. As we grow, we’re committed to proving that businesses can scale and be profitable while doing good in the world. For every pair of glasses we sell, a pair is distributed to someone in need—to date, that’s over five million pairs.
Of course, all work and no play makes a dull workplace. Who likes that? At **MEMBERS ONLY**SIGN UP NOW***., you can look forward to company outings, volunteering and learning opportunities, and just great company. Teammates can also connect around common interests, backgrounds, and identities, no matter their home base, through our various employee resource groups. (We’re happy to say that the Human Rights Campaign has named us a Best Place to Work for LGBTQ employees!) That sense of community keeps us excited to walk through the door every day. Good work, good people.
Some benefits and perks of working at **MEMBERS ONLY**SIGN UP NOW***.:
Health, vision, and dental insurance
Flexible “My Time” vacation policy
Retirement savings plan with a company match
Parental leave (non-birthing parents included)
Cell phone plan reimbursement
A health-and-wellness stipend
Free eyewear, plus discounts for friends and family
And more—just ask!

Company info

Sign Up Now - MiamiCrossing.com