Support Coordinator

Job Description

We’re looking for a proactive Customer Support Team Coordinator for our support operations. This role acts as the bridge between the support team, technical teams, and customers—ensuring timely resolutions, consistent quality, and outstanding customer experiences. Key Responsibilities: Coordinate the daily activities of the customer support team to ensure timely and efficient handling of inquiries, complaints, and technical issues. Monitor support tickets and call queues; ensure SLAs and KPIs are consistently met. Act as an escalation point for complex or unresolved issues, working closely with technical and logistics teams. Maintain and improve internal support documentation. Generate and analyze reports on team performance, customer feedback, and support trends. Collaborate with project, sales, and logistics teams to relay customer insights and improve the customer journey. Recommend and implement process improvements and tools to enhance support efficiency and effectiveness. Requirements: Bachelor's degree or equivalent experience in IT, or related field. At least 1 year of experience in a coordination role. Strong understanding of IT hardware terminology, systems, and troubleshooting basics. Excellent communication and interpersonal skills. Problem-solving mindset with a calm and positive approach under pressure. Nice to Have: Familiarity with CRM systems and reporting tools. Experience in a B2B or enterprise support environment. Job Type: Full-time Pay: ₹22,000.00 - ₹25,000.00 per month Benefits: Provident Fund Shift: Day shift Ability to commute/relocate: Sultanpur, Delhi, Delhi: Reliably commute or planning to relocate before starting work (Preferred) Application Question(s): Have you ever resolved customer queries? How familiar are you with different types of IT hardware items How big a team have you worked with? Do you like interacting with people? Education: Bachelor's (Preferred) Language: English (Preferred) Work Location: In person