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Support Coordinator

1 month ago

Remote, India It's a People Business Full time

My client is a dynamic and innovative UK based Zoho Partner committed to systematisation and business processes. They pride themselves on fostering a collaborative and forward-thinking work environment where employees are encouraged to contribute their ideas and take ownership of their projects. As they continue to grow, they are seeking a talented **Support Coordinator** to join their expanding team.

**The Opportunity**:
Due to planned growth within the business my client is looking for an experienced and skilled **Support Coordinator** to join the development team in India.

This is a full time, permanent position (Monday to Friday - 14:30 to 22:30 IST)

The role is currently fully remote and due to start as soon as possible.

**Key Responsibilities**:

- Review and prioritise support tickets from customers, ensuring all relevant information is gathered
- Investigate and diagnose customer issues, providing prompt and accurate resolutions
- Collaborate with cross-functional teams to escalate and resolve technical problems
- Maintain accurate records of support tickets, ensuring timely updates and proper documentation
- Monitor ticket queues and ensure adherence to service level agreements (SLAs)
- Provide exceptional customer service by effectively communicating with customers, addressing their concerns, and providing status updates on their support tickets
- Continuously identify opportunities for process improvement to enhance customer satisfaction and ticket resolution efficiency

This is not an exhaustive list and we ask you to be flexible in your approach to carrying out your duties which may change from time to time to reflect business needs.

**About you**:
Ultimately, the attitude to the role and the company is paramount. The team are committed to the cause, present and open in their day-to-day approach. However there are a few non-negotiables which you will need for this role...
- Proven experience in handling support tickets and providing excellent customer service
- Strong understanding of Zoho products and their functionalities
- Familiarity with project management methodologies and tools, preferably within the Zoho ecosystem
- Exceptional organisational and time management skills with the ability to prioritise multiple tasks
- Excellent written and oral communication skills in English are essential for this role, with the ability to interact with customers and cross functional teams effectively
- Detail-oriented mindset with a focus on accuracy and attention to detail
- Proactive problem-solving skills and the ability to thrive in a fast-paced environment
- Ability to work independently as well as collaboratively in a team-oriented setting

**Benefits**:

- A competitive salary between 30,000 to 40,000 INR/month, based on experience
- 20 days annual leave plus Local National Holidays
- Development Opportunities - if you are serious about career progression, so is my client
- Company Pension (after probation)
- Internet Allowance

**Job Types**: Full-time, Permanent

**Salary**: ₹30,000.00 - ₹40,000.00 per month

**Benefits**:

- Internet reimbursement
- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Monday to Friday
- UK shift

Application Question(s):

- Do you have a dedicated workspace at your home where you can carry out your professional duties?
- Have you worked with Zoho products in a professional capacity?

**Experience**:

- Helpdesk Support: 2 years (required)

Work Location: Remote