Technical Support Engineer
Technical Support Engineer
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Job Description
Overview of the Role
Support Staff are a vital part of ensuring the membership process runs smoothly technical support issues are tracked and resolved and data is accurate across tools like CRM and Excel.
They work remotely and their job is a mix of verifying data coordinating with vendors and members and handling tickets and Excelbased mapping.
Full Workflow Breakdown
1. Membership Application Process
Trigger:
A store owner (member) submits a Membership Application Form online.
Form Includes:
Store Name and Address
EIN (Tax ID)
Vendor Account Numbers (for vendors like CoreMark HT Hackney etc.
Contact details and documents
Support Staff Tasks:
Verify Application Data
Check the address using Google Street View — ensure accuracy.
Confirm EIN format is valid (XXXXXXXXX).
Check if vendor account numbers follow correct format for that vendor.
Flag errors or missing information to the manager or member.
After admin approval the member becomes active.
2. Member Support Requests
Trigger:
An existing member contacts the support team (via call or form).
Support Staff Tasks:
Log the issue as a Support Ticket in Zoho CRM (if not already logged).
Categorize it properly (e.g. “Vendor Issue” “CRM Login Help” etc.
If possible resolve basic queries (e.g. password reset access issues).
Assign or escalate to relevant team/vendor if needed.
3. Support Ticket Workflow (Main Responsibility)
Trigger:
A Support Ticket is created by the team or member.
Support Staff Tasks:
Within 48 hours follow up:
With the vendor – ask for update or resolution.
With the store owner/member – confirm if issue still exists.
Track status: Open → In Progress → Resolved → Closed.
Update ticket details with responses.
Close the ticket once resolved.
Reopen if member/vendor reports unresolved issue.
Example: “If CoreMark didn’t process an order – check the ticket follow up with CoreMark rep update the store and close it once done.”
4. Vendor Account Linking and Excel Management
Trigger:
System updates member changes or onboarding require mapping of:
Vendor Account Numbers to HRA Store IDs
Support Staff Tasks:
Use Excel (sometimes large datasets) to:
Match vendor account numbers with the right HRA number.
Fix inconsistencies in account formats.
Assist in importing this clean data into CRM or internal tools.
Ideal for someone familiar with Excel filters VLOOKUP XLOOKUP Power Query.
5. Technical Support (Internal HRA Tools)
Trigger:
Staff or field team requests help with tools like:
Zoho CRM
Member Portal
SharePoint / OneDrive Access
Support Staff Tasks:
Help the team troubleshoot simple access or functionality issues.
Coordinate with IT/Dev support if needed.
May also prepare basic howto guides or screenshots for repeated queries.
Key Tools They’ll Work With
Zoho CRM – to manage tickets and member data.
Microsoft Excel – for mapping and correcting large data sets.
Google Maps/Street View – for address verification.
SharePoint / OneDrive / Outlook / Teams – for file sharing and communication
Skills
Desktop Support Engineer, IT Help Desk Technician, computer systems, mobile devices , remote desktop applications, help desk software, Zendesk
Employment Type
Full Time
