Job Summary

Key Responsibilities
- 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 efficient 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 skilled attitude.
- Excellent interpersonal and communication skills.
- Strong time management and organizational abilities.
- Ability to handle multiple priorities simultaneously.
- Team player with a proactive and positive mindset.
- Commitment to maintaining high service quality and process compliance.

Work Environment
- Full-time position.
- Office-based role with regular interaction with customers and technical teams.
- Opportunity to work in a dynamic customer support environment focused on delivering excellent service and operational efficiency.

Pay: ₹275,000.00 - ₹350,000.00 per year

Benefits:
- Health in

📌 Support Coordinator (Delhi)
🏢 AKOM Technologies
📍 Delhi