Responsibilities

Manage and monitor support tickets logged by customers, ensuring each ticket is categorized, prioritized, and tracked in accordance with SLAs.
Update the status of tickets promptly and accurately in the support system.
Communicate effectively with customers to provide updates on their ticket status, gather necessary information, and ensure customer satisfaction.
Proactively follow up on overdue or at-risk tickets and escalate issues where required.
Collaborate and follow up with internal teams to resolve customer issues efficiently.
Maintain thorough documentation of ticket progress and resolutions.
Support service reporting by preparing weekly and monthly reports (e.g. ticket volume, SLA compliance, recurring issues).

Requirements

Proven experience in a technical support, service desk, or service coordination role.
Strong communication skills, both written and verbal, with the ability to explain technical information clearly to non-technical customers.
Good organizational skills with the ability to manage multiple tickets and priorities simultaneously.
Ability to work collaboratively in a team environment.
Familiarity with ticketing or ITSM tools is preferred.
Experience working in an SLA-driven, customer-facing environment is an advantage.
Basic understanding of incident, problem, and change management concepts is a plus.