Support Operations Coordinator

Responsibilities

• Coordinator for incoming support requests, ensuring tickets are accurately triaged, monitored and progressed to resolution.
• Ensure support tickets are accurately logged, categorised and maintained to support reporting and service improvement activities.
• Build trusted working relationships with Subject Matter Experts across the business to ensure timely responses and resolution of customer issues.
• Proactively follow up on outstanding actions, maintaining momentum and removing barriers to progress.
• Communicate clearly and professionally with clients throughout the lifecycle of support requests.
• Managing customer expectations through transparent communication, prioritisation and regular updates.
• Coordinate effectively across multiple teams and stakeholders, balancing competing priorities and urgent demands.
• Support the development of support playbooks, knowledge resources and process documentation.
• Identify opportunities for continuous improvement, helping to enhance both customer experience and operational efficiency.
• Assist with the triage of user issues and coordinate the resolution of more complex system or product-related problems.

Requirements

• Quickly establishes credibility and rapport with a wide range of people.
• Builds positive working relationships with busy, experienced and senior stakeholders.
• Uses influence, diplomacy and persistence to achieve outcomes without relying on authority.
• Exceptional written and verbal communication skills.
• Confident communicating with clients, colleagues and senior stakeholders.
• Skilled at managing expectations, providing updates and handling difficult conversations professionally.
• Able to manage multiple priorities simultaneously while maintaining attention to detail.
• Takes ownership of issues and follows through on commitments.
• Knows when to elevate risks or concerns before they become larger problems.
• Comfortable working independently while collaborating effectively with others.
• Maintains focus and composure in a busy environment.
• Ability to thrive under pressure and respond positively to changing priorities.
• Agile learner – quick to learn new processes, products and ways of working.
• Comfortable working alongside technical specialists without necessarily being a technical expert.
• Curious, proactive and willing to investigate issues and ask questions.

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