Support Operations Coordinator

About The Role

We are seeking a dedicated and proactive Support Operations Co-ordinator to join our 24x7 support team. The successful candidate will be responsible for managing and progressing customer cases using the ServiceNow ticketing system, ensuring strict adherence to SLA’s (Service Level Agreements). The role also emphasises quality assurance, ensuring customer satisfaction through clear communication, meaningful updates, thorough case summaries and adherence to the Support Operations RACI model.

Key Responsibilities

• Case Management
• Raise, manage and monitor customer tickets in the ServiceNow system.
• Accurately log incidents, requests, and updates to ensure a clear and traceable history of actions taken.
• Assign and escalate cases to the appropriate engineering team.
• SLA Management
• Ensure all cases are updated and progressed in accordance with SLA tiers and timelines.
• Proactively monitor SLA thresholds and prioritise cases nearing breach.
• Collaborate with second-line support and other teams to resolve cases within SLA targets.
• Quality Assurance
• Ensure all engineers provide meaningful and timely updates on ticket progress in accordance with SLA targets.
• Verify that case resolutions include clear and concise summaries that meet customer expectations.
• Conduct regular audits of case notes and updates to ensure compliance with company and customer standards.
• Customer Communication
• Act as the first point of contact for customer enquiries by various channels including phone and email, providing prompt and professional responses.
• Set clear expectations with customers regarding issue resolution timelines.
• Escalate and communicate critical incidents or customer concerns to relevant stakeholders.
• Collaboration and Reporting
• Work closely with team members to share knowledge and support continuous improvement.
• Provide regular feedback to leadership on case trends, recurring issues, and potential process improvements.
  

Key Skills And Experience

• Essential:
• Proven experience in a first-line customer support helpdesk or similar role.
• Proficiency in ServiceNow ticketing systems.
• Strong understanding of SLA management and customer service principles.
• Excellent written and verbal communication skills.
• Desirable:
• Experience working in a 24x7 support environment.
• Knowledge of quality assurance practices in a customer-facing role.
  

Personal Attributes

• Detail-oriented and organised, with the ability to prioritise effectively under pressure.
• Strong problem-solving skills and a proactive attitude.
• Empathetic and customer-focused, with a commitment to delivering exceptional service.
• Team player with a collaborative mindset.
  
  

Working Conditions

• Shift-based work schedule to provide 24x7 coverage, including nights, weekends, and public holidays.
• On-site working as required by the business.
  
  

Why Join Us?

• Opportunity to work in a dynamic, fast-paced environment.
• Comprehensive training and development program.
• Supportive and collaborative team culture.
• Competitive salary and benefits package.
  
  

Disclaimer

Neuron will never ask to interview job applicants via text message or ask for personal banking information as part of the interview process. Neuron will never ask job applicants or new hires to send money or deposit checks for the company. In case of doubt, please contact us directly at [email protected].