Customer Support Coordinator Job Summary

Key Responsibilities

- Create, assign, track, and update support tickets using the CRM or ticketing system.
- Ensure timely follow-ups with customers and provide regular updates on the progress of their support requests.
- Coordinate and prioritize tasks for technical support engineers to facilitate effective issue resolution.
- Monitor ticket status, escalations, pending cases, and closures while ensuring compliance with defined Service Level Agreements (SLAs).
- Maintain accurate records of customer issues, resolutions, and communication history.
- Prepare daily, weekly, and monthly support reports, including ticket summaries, response times, resolution times, and team performance metrics.
- Coordinate with internal technical teams to expedite the diagnosis and resolution of customer issues.
- Ensure adherence to support processes, documentation standards, and service quality guidelines.
- Contribute to improving customer satisfaction by delivering timely, effective, and professional support.

Preferred Skills

- Experience in IT, Networking, Telecom, or Technical Support environments.




- Knowledge of customer support processes and SLA management.
- Hands-on experience with ticketing platforms such as Zoho Desk, Freshdesk, Zendesk, or similar CRM tools.
- Basic understanding of Networking or VoIP concepts will be an added advantage.

Key Competencies

- Customer-centric mindset with a professional and positive attitude.
- Excellent verbal and written communication skills.
- Strong organizational and time management abilities.
- Ability to manage multiple tasks and priorities effectively.
- Strong coordination and problem-solving skills.
- Team-oriented approach with a proactive mindset.
- Commitment to delivering high-quality customer service while following established processes.

Work Environment

- Full-time, office-based position.
- Regular interaction with customers and internal technical support teams.
- Opportunity to work in a dynamic and collaborative environment focused on operational excellence and customer satisfaction.

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

Benefits :

- Health insurance

Work Location: In person

📌 Support Coordinator (Delhi)
🏢 AKOM Technologies
📍 Delhi