We are looking for a proactive and customer-focused Customer Support Coordinator to manage the day-to-day support activities for our SaaS products.
The role involves handling customer inquiries through the support hotline, email, chat, and ticketing systems, providing first-level support, coordinating technical issues with internal teams, and ensuring customer requests are handled within agreed timelines.
Responsibilities
- Provide first-level technical support to users via phone, email, chat, and ticketing systems.
- Understand customer issues, collect the required information, and provide first-level troubleshooting.
- Create, categorize, prioritize, assign, and follow up on support tickets.
- Monitor open tickets and ensure responses and updates are provided within agreed SLA timelines.
- Keep customers informed about the progress of their issues until resolution.
- Coordinate technical issues with the Technical Support Engineer and Development team.
- Maintain accurate records of incidents, resolutions, and user interactions.
- Escalate unresolved incidents to the appropriate support teams as required.
- Coordinate and guide the Support Intern on daily support activities.
- Deliver excellent customer service while meeting defined service level agreements (SLAs).
- Maintain support documentation, FAQs, and troubleshooting guides.
- Prepare weekly and monthly support updates and reports.
- Support continuous improvement of customer-support processes and service quality.
Requirements
- 1+ years of experience in customer support, IT support, SaaS support, project coordination, or a similar role.
- Strong communication and interpersonal skills.
- Prior experience in call centre, CRM or hospitality will be added advantage.
- Confident and professional in handling customer support calls.
- Good analytical and problem-solving abilities.
- Good organizational and time-management skills.
- Ability to manage multiple customer requests and priorities.
- Basic understanding of software, websites, or technical troubleshooting.
- Ability to work closely with technical and development teams.
- Strong attention to detail and documentation skills.
- Willingness to learn new products and technologies.