Support Services Coordinator

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

📋 Description

• Oversee incoming, assigned, and escalated support tickets to guarantee prompt ownership and resolution.

• Facilitate ticket triage operations and ensure suitable assignment throughout the support organization.

• Supervise escalations received via the Help Center and confirm they are actively managed.

• Identify and coordinate the proper routing of tickets that require engagement beyond standard support workflows.

• Maintain awareness of ticket queues and ensure that no critical requests are left unattended.

• Consistently monitor tickets that are nearing or exceeding SLA thresholds.

• Proactively inform Support Leadership and key stakeholders about potential SLA risks and breaches.

• Collaborate with engineers and support teams to promote timely resolution and SLA recovery measures.

• Track service performance metrics and identify areas that need operational focus.

• Coordinate the scheduling of ticket-related tasks and align assignments with resource availability.

• Foster collaboration between engineers, project teams, and support resources.

• Assist in recognizing and addressing coverage gaps to ensure seamless support operations.

• Support workload balancing across teams to enhance efficiency and responsiveness.

• Review and confirm that ticket records have accurate and complete information, including:

• - Categories

• - Contacts

• - Locations

• - Required fields

• - Supporting documentation

• Encourage compliance with established ticketing standards, workflows, and operational processes.

• Aid in maintaining consistency and quality across support activities.

• Monitor tickets that require further action, such as:

• - Needs Attention

• - Customer Reply

• - Pending

• - Stalled or aging tickets

• Conduct timely follow-ups with responsible teams to ensure ongoing progress.

• Prevent tickets from becoming inactive or delayed due to lack of ownership.

• Monitor workloads for engineers who are out of the office or unavailable.

• Coordinate the reassignment or progression of active work to avert service disruptions.

• Ensure the continuity of support activities and adherence to customer commitments.

• Provide backup coverage for Help Center phone queues as needed.

• Assist with support coordination, scheduling, and operational tasks.

• Support daily administrative functions that contribute to effective service delivery.

⛳️ Requirements

• Bachelor's degree in Information Technology, Business Administration, Operations, or a related field.

• 3–5 years of experience in Support Operations, Service Desk Coordination, Technical Support Administration, IT Operations, or a similar role.

• Experience with ticketing and service management platforms (e.g., ServiceNow, Jira Service Management, Zendesk, ConnectWise, Freshservice, or similar).

• Strong grasp of SLA management and support workflows.

• Exceptional organizational, multitasking, and follow-up skills.

• Excellent written and verbal communication skills.

• Ability to collaborate effectively with cross-functional and technical teams.

• Experience in managed services, technical support, or IT service delivery environments.

• Familiarity with ITIL principles and service management best practices.

• Experience in high-volume support environments.

• Knowledge of resource scheduling and workload management practices.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits package.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Supportive and collaborative work environment.