Customer Support Coordinator

We are seeking a proactive and customer-centric IT Customer Support Executive to manage IT-related customer queries using CRM platforms. The role focuses on handling support tickets, maintaining customer interaction records, ensuring timely issue resolution, and delivering a high-quality support experience through effective use of CRM tools.

Key Responsibilities

• Manage and respond to IT support requests through CRM and ticketing systems
• Log, track, and update all customer interactions, incidents, and service requests in the CRM tool
• Provide first-level technical support for hardware, software, system access, and application-related issues
• Ensure timely follow-ups and resolution of tickets in line with defined SLAs
• Coordinate with internal IT, development, and infrastructure teams for issue escalation and resolution
• Maintain accurate customer profiles, support history, and case documentation in CRM
• Communicate clearly with customers regarding issue status, resolution timelines, and next steps
• Identify recurring issues and update knowledge base or FAQs within the CRM system
• Monitor customer satisfaction metrics and work towards improving service quality
• Ensure compliance with data security, confidentiality, and company policies
• Support CRM data accuracy, reporting, and dashboard updates as required