Support Services Coordinator

As a Support Services Coordinator at Ahead Foundry, a leader in technology solutions, your role is crucial in ensuring efficient issue resolution and maintaining elevated levels of client satisfaction. Your responsibilities will include: - 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 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 Qualifications 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 - 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 The company, AHEAD, prioritizes creating a culture of belonging where all perspectives and voices are valued and respected. They embrace candidates who will contribute to the diversification and enrichment of ideas and perspectives within the organization. Through various internal groups and initiatives, AHEAD values diversity and encourages growth and development among its employees.,