Support Coordinator

2 weeks ago

Sultanpur Delhi Delhi, India SYSWARE INFOTECH PVT LTD Full time

We’re looking for a proactive **Customer Support Team Coordinator** for our support operations. This role acts as the bridge between the support team, technical teams, and customers—ensuring timely resolutions, consistent quality, and outstanding customer experiences.

**Key Responsibilities**:

- Coordinate the daily activities of the customer support team to ensure timely and efficient handling of inquiries, complaints, and technical issues.
- Monitor support tickets and call queues; ensure SLAs and KPIs are consistently met.
- Act as an escalation point for complex or unresolved issues, working closely with technical and logistics teams.
- Maintain and improve internal support documentation.
- Generate and analyze reports on team performance, customer feedback, and support trends.
- Collaborate with project, sales, and logistics teams to relay customer insights and improve the customer journey.
- Recommend and implement process improvements and tools to enhance support efficiency and effectiveness.

**Requirements**:

- Bachelor's degree or equivalent experience in IT, or related field.
- At least 1 year of experience in a coordination role.
- Strong understanding of IT hardware terminology, systems, and troubleshooting basics.
- Excellent communication and interpersonal skills.
- Problem-solving mindset with a calm and positive approach under pressure.

**Nice to Have**:

- Familiarity with CRM systems and reporting tools.
- Experience in a B2B or enterprise support environment.

Pay: ₹22,000.00 - ₹25,000.00 per month

**Benefits**:

- Provident Fund

Shift:

- Day shift

Ability to commute/relocate:

- Sultanpur, Delhi, Delhi: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- Have you ever resolved customer queries?
- How familiar are you with different types of IT hardware items
- How big a team have you worked with?
- Do you like interacting with people?

**Education**:

- Bachelor's (preferred)

**Language**:

- English (preferred)

Work Location: In person

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