Support Services Coordinator

We are seeking a highly organized and customer-focusedSupport Services Coordinatorto join our dynamic team at Ahead Foundry, a leader in technology solutions. The ideal candidate will act as the central point of contact for coordinating customer support services, ensuring efficient issue resolution, and maintaining elevated levels of client satisfaction. This role requires excellent communication, multitasking, problem-solving skills, and a strong understanding of technical support processes. Key Responsibilities Customer Support Coordination: Serve as the primary liaison between customers and the required teams Manage incoming support requests via phone, email, and ticketing systems, ensuring timely and accurate responses Assign tickets to the appropriate team members based on expertise and availability Generate RMAs, replacement orders, and return labels Coordinate with partners for on-site services Service Monitoring and Escalations: Monitor open cases to ensure compliance with established service level agreements (SLAs) Identify and escalate high-priority or complex issues to appropriate stakeholders Follow up with customers and internal teams to ensure issues are resolved to satisfaction Document all work performed for later reference Escalate to respective vendors as necessary Documentation: Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system or CRM Contribute to the creation and maintenance of knowledge base articles, FAQs, and user manuals Process Improvement: Identify recurring issues and recommend improvements to processes, tools, or training to enhance service efficiency Contribute to the development and maintenance of support documentation and knowledge base articles Team Collaboration: Coordinate with cross-functional teams, including engineering, sales, supply chain, warehouse, and logistics, to address customer needs and improve service delivery Participate in team meetings to discuss trends, challenges, and best practices Customer Relationship Management: Build and maintain strong relationships with clients by providing exceptional service and proactive communication Assist with onboarding new customers by explaining support processes and tools Skills Required 4+ years of experience in a customer support or service coordination role, ideally in the tech industry Familiarity with technical support processes, ticketing systems, and customer relationship management (CRM) tools Knowledge, Skills, Abilities Strong organizational and time management skills with the ability to multitask effectively Excellent written and verbal communication skills Problem-solving mindset with attention to detail Proficiency in using support tools such as Zendesk or similar platforms Basic understanding of computer hardware, software, and networking concepts (preferred but not required) Ability to work in a fast-paced, team-oriented environment Customer-centric attitude with a commitment to providing outstanding service Enthusiastic to learn modern technologies