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Support coordinator
Nipun
posted 3mon ago
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Fixed timing
Key skills for the job
Job Description
A Support Coordinator is responsible for providing administrative and logistical support to ensure the efficient operation of a support team, department, or organization. They play a key role in managing communication, coordinating support activities, and ensuring that clients or customers receive timely and effective assistance. Support Coordinators often work in various industries, including healthcare, IT, customer service, and non-profit organizations.
Job Summary:
The Support Coordinator is responsible for coordinating and managing support-related activities, ensuring clients receive the highest level of service and support. This role involves handling customer inquiries, managing support tickets, coordinating with different departments, and maintaining documentation. The ideal candidate is organized, detail-oriented, and has excellent communication skills.
Key Responsibilities:
- Customer Support Coordination:
- Act as the first point of contact for customers or clients, addressing inquiries via phone, email, or chat.
- Manage and prioritize support tickets, ensuring timely and accurate resolution of issues.
- Escalate complex issues to appropriate departments or senior support staff when necessary.
- Communication and Collaboration:
- Coordinate with internal teams (eg, IT, sales, technical support) to ensure cohesive and effective service delivery.
- Communicate with clients to provide updates on ticket status, follow-up actions, and resolution timelines.
- Schedule and coordinate meetings, calls, or service appointments as required.
- Documentation and Reporting:
- Maintain detailed records of customer interactions, issues, and resolutions in the support system or CRM.
- Prepare regular reports on support activities, including metrics such as response time, resolution time, and customer satisfaction.
- Assist in developing and maintaining knowledge base articles, FAQs, and support guides.
- Process Improvement:
- Identify and suggest improvements to support processes to enhance service quality and efficiency.
- Participate in training sessions and workshops to stay updated on new procedures, products, or services.
- Assist in onboarding and training new support team members.
- Administrative Support:
- Provide administrative assistance to the support team, including scheduling, data entry, and other tasks as needed.
- Manage office supplies, equipment, and other resources necessary for the support team s operation.
- Customer Relationship Management:
- Build and maintain positive relationships with clients, ensuring a high level of customer satisfaction.
- Gather feedback from customers to identify areas of improvement and potential opportunities for new services.
Qualifications and Skills:
- Education: Diploma or or Bachelor s degree in business administration, Communications, or a related field preferred.
- Experience: 3-5 years of experience in a support, customer service, or administrative role.
- Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), CRM software (eg, Salesforce, Zendesk), and ticketing systems.
- Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with clients and team members.
- Organizational Skills: Strong organizational and multitasking abilities, with a keen eye for detail.
- Problem-Solving: Ability to think critically and resolve issues promptly.
- Interpersonal Skills: Strong interpersonal skills and a customer-centric approach.
Preferred Qualifications:
- Experience in a similar role within [industry, eg, healthcare, IT, non-profit, etc].
- Familiarity with project management tools and techniques.
- Certification in customer service or support-related fields.
Working Conditions:
- Office environment with a possibility of remote work.
- May require occasional travel to client sites or other locations for meetings or training.
Employment Type: Full Time, Permanent
Functional Areas: Other
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based on 5 employees
Strict timing
Monday to Saturday
No travel
Day Shift
Nipun Benefits
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