Customer Support Coordinator

Job Description

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.