Customer Support Coordinator

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the primary point of contact for customer inquiries through phone, email, and our ticketing system.

• Deliver prompt, accurate, and professional customer assistance.

• Diagnose common product and technical issues using predefined processes and support tools.

• Address issues at the first point of contact whenever feasible and escalate complex cases to the 2nd Line Support team.

• Record inquiries, investigations, and resolutions in the CRM and ticketing systems.

• Classify and prioritize support tickets effectively.

• Maintain comprehensive records for handovers and facilitate team collaboration.

• Offer clear, customer-centric advice and guidance.

• Follow up on unresolved issues to ensure timely resolutions and customer satisfaction.

• Work closely with the 1st Line Support Team Leader, 2nd Line Support, and other internal teams.

• Engage in knowledge sharing and contribute to ongoing improvement efforts.

• Keep internal documentation, FAQs, and knowledge base articles up to date.

• Participate in training and development initiatives.

• Identify opportunities to enhance support processes, workflows, and service delivery.

• Meet service-level expectations, achieve high customer satisfaction, maintain accurate records, and ensure a high first-time fix rate.

⛳️ Requirements

• Previous experience in customer service, helpdesk, service desk, or technical support roles.

• Exceptional communication skills with the ability to articulate technical information clearly and simply.

• Strong problem-solving abilities and keen attention to detail.

• Proficient in using CRM, helpdesk, or ticketing systems.

• Composed, patient, and customer-oriented approach when handling pressure.

• Experience in supporting SaaS, software, or technology products is preferred.

• Familiarity with transport, mobility, or public sector technology sectors is advantageous.

• Genuine enthusiasm for developing technical, system, or product knowledge.

🏝️ Benefits

• Opportunity to enhance your technical expertise and advance your career.

• Supportive team culture focused on collaboration and continuous professional development.

• Inclusive work environment committed to equal opportunities.

• Reasonable accommodations provided during the recruitment process.

• Full-time, permanent position.