The Support Coordinator is responsible for coordinating, driving and tracking all operational activities of the support department. This central role involves providing exceptional customer service, managing customer inquiries, and enabling effective communication between customers and technical teams, all while following structured and evolving processes.

Key Responsibilities:

• Customer communication: Handling customer calls/emails professionally and promptly, opening/managing support cases, prioritizing, updating customers.

• Workload balancing and maintaining strong customer relationships.

• Escalating stalled cases, providing status updates to support management.

• Ensuring all customer communication is documented and handled properly.

• Monitoring support queues, preparing weekly customer reports.

• Identifying patterns in customer inquiries to drive improvements.

• Managing request for quote files and device connection statuses.

Required Skills:

• Excellent verbal/written communication abilities with a customer service mindset.

• Ability to juggle multiple tasks simultaneously while remaining calm under pressure.

• Familiarity with JIRA and keen attention to detail for accurate record-keeping.

• Ability to collaborate cross-functionally.

• Basic technical experience is an advantage.