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For Companies At a Glance
- Tasks: Oversee support desk operations, manage tickets, and ensure customer issues are resolved efficiently.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Why this job: Be the hero who solves customer problems and enhances their experience.
- Qualifications: Strong communication skills and a knack for problem-solving.
- Other info: Great chance to develop your career in a supportive environment.
The predicted salary is between 30000 - 42000 ÂŁ per year.
About the Role
Key Responsibilities:
Desk Operations
- Monitor and manage incoming tickets and live chats in Freshdesk.
- Pick up and resolve tickets directly as part of the 1st line team.
- Allocate cases across other 1st line team members, balancing workload.
- Track SLAs, chase progress, and escalate at-risk tickets.
Escalation & Workflow
- Act as first point of escalation for complex/priority tickets.
- Liaise with Delivery/2nd line to progress technical issues.
- Maintain communication with customers on ticket status.
Process & Quality
- Ensure tickets and chats are logged, categorised, and resolved correctly.
- Review ticket notes and customer comms for professionalism and completeness.
- Create/update knowledge base articles from resolved issues.
Reporting & Insight
- Produce regular reports on ticket volume, SLA compliance, and trends.
- Identify recurring issues or opportunities for process improvements.
Customer Experience
- Keep customer communications clear, consistent, and proactive.
- Support training/onboarding for new customers where relevant.
- Ensure a professional and positive customer experience in every chat/ticket.
Objectives:
Ticket Resolution & SLA Performance
- Personally resolve an agreed share of 1st line tickets/chats each week.
- Maintain 99%+ SLA compliance for response and resolution times across the desk.
Desk Coordination & Workflow
- Ensure all tickets are logged, categorised, and assigned correctly.
- Reduce “unassigned” or “stalled” tickets to <5>
Customer Experience & Communication
- Achieve a customer satisfaction rating of 95%+ on tickets handled.
- Ensure customers receive clear, proactive updates on all open issues.
Escalation & Collaboration
- Act as first point of escalation for high-priority tickets.
- Ensure escalations to Delivery/2nd line include complete notes and context to reduce back-and-forth.
Knowledge & Continuous Improvement
- Create or update at least 2 knowledge base articles per month based on resolved issues.
- Identify at least one recurring issue/trend each quarter and recommend a process or product improvement.
Reporting & Insight
- Deliver weekly reports on ticket volume, SLA performance, and recurring issues.
- Present a quarterly review of support desk trends, risks, and improvements.
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Support Desk Coordinator employer: SNAGR SOFTWARE LTD
Contact Detail:
SNAGR SOFTWARE LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Desk Coordinator
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help us tailor our conversations and show that we’re genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will help us articulate our experience and skills confidently when it’s our turn to shine.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give us insider info and even a foot in the door for that Support Desk Coordinator role.
✨Tip Number 4
Don’t forget to follow up! After an interview, shoot a quick thank-you email to express our appreciation. It keeps us fresh in their minds and shows our enthusiasm for the position.
We think you need these skills to ace Support Desk Coordinator
Some tips for your application 🫡
Show Us Your Communication Skills: Since the Support Desk Coordinator role is all about clear communication, make sure your application reflects that. Use straightforward language and keep it professional yet friendly. We want to see how you can convey information effectively!
Highlight Your Problem-Solving Abilities: This role involves resolving customer issues, so don’t shy away from sharing examples of how you've tackled challenges in the past. We love seeing your thought process and how you approach problem-solving in your written application.
Be Detail-Oriented: Attention to detail is key for this position. Ensure your application is free from typos and errors. We appreciate a well-structured application that shows you can manage processes and maintain quality control, just like we do at StudySmarter.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at SNAGR SOFTWARE LTD
✨Know Your Tools
Familiarise yourself with Freshdesk and any other tools mentioned in the job description. Being able to discuss how you’ve used similar platforms or your approach to managing support tickets will show that you’re ready to hit the ground running.
✨Demonstrate Communication Skills
Since clear communication is key in this role, prepare examples of how you've effectively communicated with customers and team members in the past. Think about times when you resolved issues or escalated problems while keeping everyone informed.
✨Showcase Process Management Experience
Be ready to talk about your experience with process management and quality control. Highlight specific instances where you improved workflows or maintained high standards in ticket resolution, as this aligns directly with the responsibilities of the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Practice responses to potential situations you might face on the support desk, such as handling a complex ticket or managing workload among team members.
