Customer Support Coordinator Job Summary
We are seeking a proactive, organized, and customer-focused Customer Support Coordinator to manage customer communications, coordinate support activities, and ensure the timely resolution of customer requests. The ideal candidate will serve as the primary point of contact for customers, maintain accurate support records, and collaborate closely with technical teams to deliver an exceptional customer support experience.
Key Responsibilities
- Attend customer calls and respond to customer inquiries through phone, email, and other communication channels in a professional manner.
- Create, assign, track, and update support tickets using the CRM or ticketing system.
- Ensure timely follow-ups with customers and provide regular updates on the progress of their support requests.
- Coordinate and prioritize tasks for technical support engineers to facilitate efficient issue resolution.
- Monitor ticket status, escalations, pending cases, and closures while ensuring compliance with defined Service Level Agreements (SLAs).
- Maintain accurate records of customer issues, resolutions, and communication history.
- Prepare daily, weekly, and monthly support reports, including ticket summaries, response times, resolution times, and team performance metrics.
- Coordinate with internal technical teams to expedite the diagnosis and resolution of customer issues.
- Ensure adherence to support processes, documentation standards, and service quality guidelines.
- Contribute to improving customer satisfaction by delivering timely, effective, and professional support.
Preferred Skills
- Experience in IT, Networking, Telecom, or Technical Support environments.
- Knowledge of customer support processes and SLA management.
- Hands-on experience with ticketing platforms such as Zoho Desk, Freshdesk, Zendesk, or similar CRM tools.
- Basic understanding of Networking or VoIP concepts will be an added advantage.
- Proficiency in Microsoft Office applications, particularly Excel and Word, is desirable.
Key Competencies
- Customer-centric mindset with a professional and positive attitude.
- Excellent verbal and written communication skills.
- Strong organizational and time management abilities.
- Ability to manage multiple tasks and priorities effectively.
- Strong coordination and problem-solving skills.
- Team-oriented approach with a proactive mindset.
- Commitment to delivering high-quality customer service while following established processes.
Work Environment
- Full-time, office-based position.
- Regular interaction with customers and internal technical support teams.
- Opportunity to work in a dynamic and collaborative environment focused on operational excellence and customer satisfaction.
Pay: ₹275,000.00 - ₹350,000.00 per year
Benefits:
Work Location: In person
