Support Coordinator

We are looking for a Support Coordinator to join our team and act as the central point of contact for managing all support requests. This role is key to ensuring smooth communication between customers and our technical team, maintaining service quality, and meeting agreed SLAs. The ideal candidate will be highly organized, proactive, and customer-focused, with the ability to coordinate effectively between engineers, customers, and management. If you enjoy problem-solving, have strong communication skills, and thrive in a fast-paced support environment, we’d love to hear from you.

Position Title:
Support Coordinator

Role Overview:
The Support Coordinator will act as the single point of contact for managing support requests. The role ensures that all support issues are logged accurately, assigned promptly, and resolved within agreed SLAs, with proactive follow-up and escalation as required.

Key Responsibilities:

• Log all incoming support requests into the CRM system accurately and promptly.
• Assign tickets to the appropriate support engineer based on priority and skillset.
• Track the progress of each request, ensuring completion within agreed SLA timelines.
• Follow up with engineers and customers to confirm resolution and customer satisfaction.
• Escalate delays or blockers to the relevant team manager or senior management.
• Generate periodic reports on open, closed, and escalated tickets for management review.
• Suggest process improvements to enhance support efficiency and customer experience.

Required Skills & Qualifications:

• Strong organizational and time-management skills.
• Good communication skills (written and verbal).
• Ability to work with CRM/helpdesk tools.
• Problem-solving attitude and proactive follow-up approach.
• Experience in a support coordination or service desk environment preferred

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance

Ability to commute/relocate:

• Kakkanad, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have prior experience working in a support coordination, service desk, or helpdesk environment?
• Are you familiar with using CRM or helpdesk ticketing tools?
• How many years of experience do you have in coordinating or managing support/service requests?
• Are you comfortable following up with customers and engineers until issues are resolved?

Experience:

• Technical support: 2 years (Required)

Language:

• English (Required)

Work Location: In person