Technical Support Coordinator
Role details
Job location
Tech stack
Job description
Reporting to the Technical Support Manager, Technical Support Coordinators support customers in response to service tickets. Having the ability to multi-task and use various systems whilst engaging with customers over the phone, successful candidates will provide excellent customer service in a timely manner, responding to technical support requests and queries, resolving first time where possible, and escalating as required to various supporting teams where required. Working as part of a larger team, the coordinators work collectively to raise the bar in response to targets which are measured and reported against set KPIs and SLAs., Guide customers through a series of actions to help resolve issues, via phone or email, replacing, or arranging repair of necessary parts where applicable.
Identifying hardware and software solutions, and helping to resolve network issues.
Supporting the roll-out of new firmware applications when applicable.
Resolve issues first time where possible and follow up with clients to ensure the problem is resolved where not.
Meet established goals for all metric, including call and case quality, productivity, and call handling KPIs.
Provide timely and accurate customer feedback, and able to manage multiple cases at a time.
Using a triage call/ticketing system diverting more complex queries to 2nd line support where necessary.
Requirements
Do you have experience in Customer service?, A minimum of 1 year's customer service experience (any sector).
Telephone experience is preferable.
This role will require technical experience/interest as you will be assisting with troubleshooting technical queries, you will need good problem-solving skills with strong attention to detail.
You will have a natural passion for delivering exceptional customer service and be able to build rapport quickly with customers regardless of the platform.
You will have good listening skills and be intuitive to identify and react to how customers are feeling and be able to respond in a positive and engaging manner.
Excellent written and verbal communication skills.
Our Core Values:
Positivity & Pride
Open & Honest Communication
Teamwork & Kindness
