Job Description
Key Responsibilities
Customer Support Coordination
• Act as the primary point of contact for customer support requests.
• Log, prioritize, and assign support tickets based on severity and SLA
commitments.
• Coordinate with Product, R&D, and Technical Support teams to ensure
timely issue resolution.
• Provide regular updates to customers on ticket status and resolution
progress.
Incident & Escalation Management
• Monitor critical incidents and ensure timely escalation to relevant
stakeholders.
• Follow up with internal teams to meet agreed SLAs.
• Coordinate customer communications during major incidents and planned
maintenance activities.
• Ensure proper closure and customer confirmation for resolved tickets.
Service Operations
• Track support KPIs, SLA compliance, and ticket aging.
• Prepare daily, weekly, and monthly support reports.
• Maintain support documentation, knowledge base articles, and standard
operating procedures.
• Coordinate software upgrades, patches, and scheduled maintenance activities
with customers.
Cross-functional Collaboration
• Work closely with Customer Success, Product Management, R&D, and
Sales teams.
• Assist in UAT coordination, deployment scheduling, and customer
acceptance activities.
• Support customer onboarding and handover from implementation to support.
Customer Experience
• Ensure timely and professional communication with customers.
• Gather customer feedback and identify opportunities for service
improvement.
• Promote a customer-first approach across all support interactions.
Qualifications
• Bachelor’s degree in Computer Science, Information Technology, Business,
or a related field.
• 2–5 years of experience in Customer Support, Technical Support
Coordination, Service Delivery, or IT Operations.
• Experience supporting enterprise software, SaaS, Contact Center, CRM, or
CX platforms is preferred.
• Excellent communication, organizational, and problem-solving skills.
Preferred Skills
• Ticketing Systems (Jira, Freshdesk, Zendesk, ServiceNow, etc.)
• SLA & Incident Management
• Customer Communication
• Technical Coordination
• Reporting & Documentation
• Microsoft Office (Excel, Word, PowerPoint)
• Basic understanding of APIs, cloud platforms, and enterprise software is an
advantage.
Key Performance Indicators (KPIs)
• SLA compliance
• First response and resolution times
• Ticket backlog and aging
• Customer satisfaction (CSAT)
• Escalation handling effectiveness
• Support documentation quality
• Customer communication and follow-up adherence