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Technical Support Operations CoordinatorConfidential • Grantham, England, United Kingdom
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Technical Support Operations Coordinator

Confidential
  • GB
    Grantham, England, United Kingdom
  • GB
    Grantham, England, United Kingdom
Apply Now

About

*Role Purpose*
We provide ERP software to customers who rely on us to help keep their businesses running smoothly. When something is not working as expected, customers need more than technical expertise. They need clear communication, calm coordination and confidence that their issue is being looked after.
The Technical Support Operations Coordinator helps make that happen.
This role is responsible for keeping the Support operation organised day to day. That means making sure tickets are reviewed, assigned, updated and moved forward by the right people. It also means helping customers stay informed while our technical specialists focus on solving the more complex issues.
This is not a purely administrative role. It is a coordination role at the centre of the Support team, helping us deliver the kind of service we believe in: no surprises, no unnecessary complexity and no silence.
The role will also support the Business Operations Manager with reporting, queue visibility, process improvement and, where required, telephone cover.
*Key Responsibilities*
*Support Queue Coordination*
* Monitor the support queue throughout the day.
* Ensure new tickets are reviewed, prioritised and assigned to the right person.
* Help balance workloads across the team.
* Identify tickets that have stalled and make sure they move forward.
* Highlight tickets at risk of breaching SLA.
* Ensure tickets have clear ownership at all times.
* Coordinate ticket handovers before annual leave, sickness or other absence.
* Help the team keep ticket notes clear, current and useful.
*Customer Communication*
* Ensure customers receive regular, meaningful updates.
* Work with technical colleagues for the information needed to update customers properly.
* Send customer updates where appropriate, especially when engineers are focused on technical investigation.
* Make sure communication is clear, reassuring and honest.
* Reduce avoidable customer chasing by keeping people informed early.
* Help make complex issues feel calm and understandable for the customer.
* Escalate communication gaps where they are putting customer confidence at risk.
*Team Coordination*
* Help engineers manage priorities during busy periods.
* Support the movement of tickets between team members when needed.
* Keep visibility of who is working on what.
* Make sure urgent or ageing tickets are not missed.
* Help coordinate support activity during high-pressure customer issues.
* Encourage good ticket hygiene and consistent ways of working.
*Telephone Cover*
* Provide telephone cover when required.
* Handle incoming customer calls professionally and calmly.
* Log customer issues accurately.
* Route calls and tickets to the right person or team.
* Make sure customers receive a helpful first response, even when the answer needs further technical investigation.
*Reporting and Management Support*
* Support the Business Operations Manager with daily, weekly and monthly reporting.
* Track queue health, ticket ageing, SLA performance and backlog.
* Highlight trends, recurring issues and operational bottlenecks.
* Prepare information for management reviews.
* Provide clear visibility of where support is working well and where attention is needed.
* Help identify practical improvements to the way the team works.
*Quality and Continuous Improvement*
* Review tickets for quality of updates, notes and ownership.
* Encourage clear, customer-focused communication across the team.
* Help improve support processes, templates and working practices.
* Support the use of internal knowledge, AI tools and agreed processes.
* Identify coaching opportunities where customer communication or ticket handling could improve.
* Help create a more organised, calm and predictable support experience.
*Skills and Experience*
*Essential*
* Experience in a customer-facing support, service desk or coordination role.
* Strong organisational skills.
* Clear written and verbal communication.
* Confident speaking with customers and technical colleagues.
* Able to prioritise competing tasks.
* Comfortable chasing updates and holding people to agreed actions.
* Good attention to detail.
* Calm under pressure.
* Comfortable using ticketing systems.
* A practical, customer-focused approach.
*Desirable*
* Experience in a software, SaaS or ERP support environment.
* Experience working with highly technical support teams.
* Experience with SLA management.
* Experience producing operational reports.
* Experience using Zoho Desk or similar support platforms.
* Understanding of support processes, ticket triage and escalation.
*Personal Attributes*
* Organised and reliable.
* Calm, clear and practical.
* Confident without being heavy-handed.
* Customer focused.
* Comfortable working with technical people.
* Able to influence without direct line management authority.
* Honest and direct.
* Proactive rather than reactive.
* Good at spotting what is not moving and doing something about it.
* Committed to helping the team improve.
*Key Measures of Success*
Success in this role will be shown through:
* Customers receiving regular and useful updates.
* Fewer tickets becoming stale or forgotten.
* Clearer ticket ownership across the team.
* Better queue visibility.
* Improved SLA performance.
* Reduced avoidable customer chasing.
* Better handovers before holidays or absence.
* Improved ticket quality and internal notes.
* More consistent customer communication.
* Better reporting for the Business Operations Manager and wider leadership team.
*What Good Looks Like*
A strong Technical Support Operations Coordinator helps the Support team feel more controlled, more visible and more customer focused.
Customers should feel informed, even when an issue is complex. Engineers should be able to focus on solving problems, without customer communication falling behind. The Business Operations Manager should have better visibility of what is happening across the queue.
In short, this role helps make technical support feel more human, more organised and more reassuring for our customers.
Pay: £27,000.00-£32,000.00 per year
Application question(s):
* Why does this role appeal to you, and why do you think you'd be a good fit?
* This role involves speaking to frustrated customers and regularly chasing technical colleagues for updates, even when they are busy. How comfortable are you doing this, and can you give an example of a situation where you had to communicate confidently or influence someone?
Language:
* English (required)
Work Location: Hybrid remote in Grantham NG31 7FZ
  • Grantham, England, United Kingdom

Languages

  • English
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