Customer Support Coordinator

Primary Objective:

This coordinator role is responsible for providing exceptional technical support across multiple products and supporting the effective coordination of operational activities. The key remit of this role will include actively resolving technical customer support enquiries, coordinating customer installations & scale calibrations, executing system configuration changes, and the ongoing maintenance of the product knowledge base.

Customer Support 

• Respond promptly to customer enquiries via Freshdesk email and live chat ensuring timely and accurate resolutions in accordance with SLAs
• Troubleshoot product issues, or system configuration requirements, and escalate complex cases as needed.
  
• Gather and document feature requests, customer feedback and bug reports to inform product improvements.
• Proactively make outbound calls when necessary to enhance resolution efficiency and customer experience.
• Perform daily ticket reviews, tracking updates and coordinating with relevant stakeholders to expedite resolution where required.
• Resolve customer enquiries and complaints tactfully and effectively and as per service level agreements, policies, and procedures.
• Maintain in-depth knowledge of the platform and services.

Operational Support Coordination

• Coordinate installations by collaborating with internal and external stakeholders, ensuring all requirements are accurately communicated for a seamless installation experience.
• Proactively follow up outstanding actions, apply strong problem solving skills to meet installation deadlines.
  
• Manage the annual Scale Calibration Schedule, working with the supplier to ensure compliance.
• Record and validate completed calibrations, accurately capturing calibration certificates in Bintracker, and confirming completion against the schedule.
• Maintain accurate device management records for all new installations.
• Adhere to standard operating procedures to ensure accurate & effective coordination of installation and calibration.
• Accurately record outcomes in the appropriate systems and ensure Accounts notified for invoicing on completion of the procedure.

System Configuration

• Execute technical system configurations to resolve customer support requests efficiently.
• Configure system settings for new site setups in Bintracker, ensuring accuracy with setup requirements.

Product Knowledge Base Coordination

• Working with product SME's, develop and maintain the product knowledge base, including user guides, FAQs, and training materials, to ensure clarity and accuracy.
  
• Regularly update the product knowledge base, incorporating new features, bug fixes, and best practices based on internal updates.
• Collaborate with internal stakeholders to identify and resolve documentation gaps.

Relationship Management

• Collaborate with internal and external stakeholders to deliver the best outcome for clients.
• Collaborate with the Business Manager to identify and implement opportunities and gaps to improve standard operating procedures.

Key Competencies
Education

• Ideally degree-qualified, or with equivalent professional experience in a relevant field is preferred.

Qualifications & Expertise

• Strong communication skills, both verbal and written, as you'll be dealing with customers and internal teams.
• Good problem-solving skills and the ability to handle difficult situations
• Strong computer skills and tech-savviness, familiarity with system configuration, ticketing systems, and other software tools.
• Highly adaptable to learning new systems and processes.
• Time management and organisation skills.

Experience

• Previous experience in a customer support or coordination role, ideally 5 years working in customer service, support or related areas preferably for a Saas provider.
• Experience managing customer enquiries.
• Experience in system configuration or working with internal systems to enhance support processes.
• Experience documenting and formatting business processes.