Technical Support Coordinator

L2TMedia, a premier digital marketing company, brings 20 years of experience and a robust suite of marketing solutions to the automotive industry.  Partnering with thousands of dealers across the country, we help dealers build awareness, engage customers, and generate qualified leads. We provide our clients with the best service possible by offering innovative technology and strong expertise in Google, Facebook, and Amazon advertising.

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• / / l2tmedia.com / L2TMedia has been ranked by Inc. 5000 list (7 years) and Crain’s Fast 50 (5 years).
• We offer an environment of growth from within, constant collaboration, and ongoing training to take you to the next level.
• Our office is conveniently located within a few minutes of the CTA and Metra.
• Our hybrid work model allows employees to have a great work-life balance.
• We are currently looking to fill a Technical Support Coordinator position at L2TMedia!
• Job Summary As Technical Support Coordinator you will support the end-to-end lifecycle of technology deployments, from initial planning through testing and launch.
• You’ll collaborate with stakeholders to create project plans, schedule meetings, organize development backlogs, and ensure tasks are clearly defined and prioritized.
• Your role includes maintaining detailed documentation in Confluence, creating and updating SOPs, and providing custom reporting requests, inclusive of support KPIs You’ll also oversee quality assurance efforts, user acceptance testing, analyze support tickets for recurring issues, and help translate business needs into actionable development tasks, ensuring smooth and effective technical operations.
• Responsibilities   Participate in the full development lifecycle from conception through testing and launch for multiple technology deployments.
• Create project plans for technical projects to support operational efficiencies and product development.
• Coordinate and schedule meetings with stakeholders to ensure projects remain on schedule.
• Develop and communicate when new tasks are identified, task duration or dependencies change.
• Assist with maintaining and organizing the development backlog, ensuring all stories have acceptance criteria and are prioritized.
• Communicate status of development efforts and tasks with stakeholders.
• Create & maintain Confluence documentation, documenting how business and technical processes work, linking related stories & tickets.
• Create and maintain SOPs relevant to story development and technical / support processes.
• Support Manager with technical training across the organization.
• Establish version control for SOPs across the organization in Confluence.
• Oversee Quality Assurance process to ensure all technical and functional requirements are tested post-deployment.  Analyze support tickets for common themes to identify and document process and technical gaps to be addressed via process changes or development work.
• Pull monthly reports inclusive of support KPIs, product KPIs, and other custom reporting requests.
• Education Requirement   Bachelor's degree required, with emphasis in HR, Business Administration, Organizational Behavior or related areas preferred.
• Required Skills   Must be able to maintain hybrid work schedule (2x in-office per week) and commute to Evanston, IL.
• We are not accepting remote candidates at this time.  Digital Media / Advertising industry experience. 0 to 2 years relevant work experience.
• Ability to work effectively with cross-functional, interdepartmental teams.
• Ability to develop detailed project plans, assign actions, manage deadlines, and provide regular updates to leadership.
• High energy, self-motivated with strong leadership and organizational capabilities.
• Demonstrated ability to maintain poise under stress and to respond quickly, logically, and patiently to questions or requests.
• Ability to manage time and complete multiple tasks while meeting deadlines.
• Prioritizes and completes tasks with a concern for all the details and deadlines involved; monitors and checks work for accuracy.
• Preferred Skills   Proficient in project management and helpdesk software (Confluence, JIRA or relevant programs) preferred.

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