At a Glance
- Tasks: Coordinate daily software support operations and ensure customer satisfaction.
- Company: Join Sword, a leader in business technology solutions across various sectors.
- Benefits: Enjoy flexible working, personalised career development, and a fantastic benefits package.
- Other info: Diverse and inclusive workplace with opportunities for growth and development.
- Why this job: Be a key player in delivering high-quality support services and improving customer experiences.
- Qualifications: Experience in customer support, strong organisational skills, and excellent communication abilities.
The predicted salary is between 40500 - 49500 £ per year.
Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients.
We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications.
We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.
About The Role
As a Support Coordinator, you will be responsible for coordinating the day-to‑day operation of our software support services.
You will work closely with customers, engineers, Technical Leads, Operations and Sales teams to ensure incidents, service requests, maintenance activities and support commitments are managed effectively.
You will monitor service performance, maintain clear communication with stakeholders, coordinate operational activities and help drive continuous improvement across the support function.
This is an excellent opportunity for someone who enjoys organisation, customer interaction and service management, and wants to play a key role in maintaining high‑quality customer support services.
As a Support Coordinator, you will
- Monitor support mailboxes and service management queues, ensuring customer requests are logged, prioritised and assigned appropriately.
- Track incidents, service requests and maintenance activities against agreed service levels and customer commitments.
- Coordinate activities with Technical Leads and engineers to ensure support tickets progress efficiently and risks are identified early.
- Provide customers with timely, accurate and professional updates regarding incidents, requests, planned maintenance and service performance.
- Coordinate planned maintenance activities, ensuring resources are scheduled appropriately and customers are kept informed.
- Monitor support service performance and highlight capacity constraints, SLA risks, recurring issues and escalation requirements.
- Prepare service reports and operational information to support customer meetings, service reviews and internal governance activities.
- Coordinate the on‑call rota, ensuring support coverage is maintained and responsibilities are communicated clearly.
- Work with Sales and operational teams to support contract renewals, service changes and the mobilisation of new support agreements.
- Maintain accurate service records, documentation and reporting information across support contracts.
- Identify opportunities to improve support processes, customer experience, reporting and operational efficiency.
- Support the delivery of high‑quality support services that achieve customer satisfaction, contractual commitments and business objectives.
Essential
- Experience working in a service desk, application support, managed service or customer support environment.
- Strong organisational and coordination skills, with the ability to manage multiple priorities simultaneously.
- Excellent verbal and written communication skills.
- Experience working with ticketing or service‑management platforms.
- Strong customer‑service skills and the ability to build positive working relationships.
- Experience monitoring and progressing incidents, requests and operational activities against defined targets or service levels.
- Attention to detail and a proactive approach to problem solving.
- Ability to collaborate effectively with technical and non‑technical stakeholders.
Desirable
- ITIL Foundation certification or knowledge of ITIL service‑management practices.
- Experience supporting software applications or technology services.
- Experience preparing service reports or coordinating service review activities.
- Awareness of support contract management, renewals or commercial service processes.
- Experience working within software development, managed services or technology organisations.
At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success.
We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.
In addition to a Competitive Salary, here’s what you can expect as part of our benefits package:
- Personalised
- Career
Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
- Flexible working: Flexible work arrangements to support your work‑life balance.
We can’t promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can.
- A Fantastic
Benefits
Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well‑being, and insurance schemes.
At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meetevery requirement.
If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience.
We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation.
Your perspective and potential are important to us.
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Support Coordinator employer: Sword Services Greece S.A.
Sword is an exceptional employer, offering a dynamic work culture that prioritises personal and professional growth. With a strong focus on flexible working arrangements and a comprehensive benefits package, including generous leave and health schemes, employees are empowered to thrive both in their careers and personal lives. The opportunity to work with cutting-edge technology in a diverse and inclusive environment makes Sword a standout choice for those seeking meaningful and rewarding employment in the data engineering field.
Contact Details:
Sword Services Greece S.A. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Support Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sword Services Greece S.A.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sword Services Greece S.A. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sword Services Greece S.A.:Your cover letter is your chance to shine! Tell us why you want to work at Sword Services Greece S.A. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sword Services Greece S.A.!
How to prepare for a job interview at Sword Services Greece S.A.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
