Job Summary

We are looking for a proactive and organized Customer Support Coordinator to manage customer communications, coordinate support activities, and ensure the timely resolution of support requests. The ideal candidate will serve as the primary point of contact for customers, maintain accurate support records, and collaborate with technical teams to deliver exceptional customer service.

Key Responsibilities
- Attend customer calls, respond to queries through various communication channels, and handle support emails professionally.
- Create, assign, track, and update support tickets in the CRM system.
- Ensure timely follow-ups with customers and provide regular updates on ticket progress.
- Coordinate and prioritize tasks for technical support engineers to ensure effective issue resolution.
- Monitor ticket status, escalations, pending cases, and closures while maintaining SLA compliance.
- Maintain accurate records of customer issues, resolutions, and communication history.
- Prepare daily, weekly, and monthly support reports,



including ticket summaries and team performance metrics.
- Monitor response time and resolution time to ensure adherence to company service standards.
- Coordinate with internal technical teams for faster diagnosis and resolution of customer issues.
- Ensure adherence to support processes, documentation standards, and service quality guidelines.
- Assist in improving customer satisfaction by maintaining effective communication and timely support.

Preferred Skills
- Experience in IT, Networking, Telecom, or Technical Support environments.
- Knowledge of SLA management and customer support processes.
- Familiarity with ticketing platforms such as Zoho, Freshdesk, Zendesk, or similar CRM tools.
- Basic understanding of networking or VoIP concepts is an added advantage.

Key Competencies
- Customer-focused approach with a professional attitude.
- Excellent interpersonal and communication skills.
- Strong time management and organization

📌 Support Coordinator (Delhi)
🏢 AKOM Technologies
📍 Delhi