Support Coordinator

Job Summary:

We are seeking an organized and customer-focused Support Coordinator to manage support operations and ensure the timely resolution of customer or internal issues. The ideal candidate will coordinate between teams, track support requests, and maintain high service standards to deliver a smooth customer experience.

Key Responsibilities:

• Coordinate and manage incoming support requests through phone, email, chat, or ticketing systems
• Track, prioritize, and assign support tickets to relevant teams
• Monitor issue resolution timelines and ensure adherence to service-level agreements (SLAs)
• Act as a liaison between customers, internal teams, and technical support staff
• Maintain accurate records of support interactions and issue statuses
• Follow up with customers to ensure issues are resolved satisfactorily
• Prepare reports on support metrics, response times, and customer satisfaction
• Assist in improving support processes and workflows
• Escalate urgent or unresolved issues to senior teams when required

Required Skills & Qualifications:

• Bachelor's degree in Business Administration, IT, Customer Service, or related field
• 1–4 years of experience in support coordination, customer service, or administrative roles
• Strong communication and interpersonal skills
• Experience with ticketing systems or CRM platforms (Zendesk, Freshdesk, Salesforce, etc.)
• Good organizational and multitasking abilities
• Proficiency in Microsoft Office and Google Workspace
• Problem-solving mindset with attention to detail

Preferred Qualifications:

• Experience in IT support, customer success, or operations support
• Familiarity with SLA management and support workflows
• Ability to work with cross-functional teams
• Experience in remote or distributed work environments