Overview
Customer Support Coordinator Jobs in Sydney, New South Wales, Australia at Mood Media EMEA
Title: Customer Support Coordinator
Company: Mood Media EMEA
Location: Sydney, New South Wales, Australia
Technical Support Coordinator- Level 2
Summary
The Technical Support Coordinator- L2 (TSC) is responsible for handling the end-to-end process of resolving service incidents; including advance technical support, equipment ordering, technician dispatch, and invoice generation. The TSC works closely with all Service Delivery departments and the stakeholders to resolve service incidents within SLA. This position will work with clients who have tailored product solutions and high-visibility SLAs worldwide. The TSC at times may have to provide custom client reporting on service incidents on a regular basis and at times may need to attend client meetings/QBRs. This position will require someone who is adaptable, has a strong technical foundation, and is open to change as the client base grows. The TSC also serves as a working lead, mentoring junior team members, acting as a high-level escalation point, and assisting management in overseeing daily operations and maintaining service levels.
Responsibilities
- Ensure timely service resolution for service incidents amongst the team
- Provide end-to-end support to the client; including technical support and scheduling technician resources to resolve their service issue or escalations
- Escalates internally around P1 and P2 tickets approaching or breaching SLAs
- Ensure that the incident is properly documented and logged in the incident management system
- Conduct post-incident reviews and identify lessons learned and action items to prevent recurrence and improve service quality
- Escalate proactively if SLA or relationships are at risk to management
- Assist with administrative tasks for the Service Departments including contract review, equipment list review, general client/product reporting, and account data review
- Recommend SOP improvements around both internal/client processes when inefficiencies are found
- Provide client-facing reports and manage service reporting for designated customers
- Assist with follow-ups, additional research, ad-hoc reporting, and resolution updates
- Participate in regularly scheduled meetings with assigned account team and clients
- Communicate ETA and incident updates/changes with clients in a timely manner
- Evaluate and prioritize workload by client SLA and urgency
- Work directly with Field Ops/IAs/Market Dispatcher to ensure resource availability to meet SLAs
- Work with different vendors to facilitate vendor meets and special equipment/tool orders
- Update any client 3rd party systems accurately and timely
- Participate in client stock replenishment (as needed)
- Use strategic problem-solving to overcome roadblocks and work through “grey” areas
- Assist Tier 1 representatives with advanced troubleshooting Conduct client training via webinars and other training platforms
- Gain advanced technical knowledge via ongoing trainings
- Serve as a lead agent, providing in-the-moment coaching and mentorship to team members to ensure service delivery excellence and promote professional growth.
- Act as the first point of contact and escalation for complex or difficult service incidents, resolving issues or escalating to management as required.
- Monitor team performance metrics and daily workflows to help prioritize tasks and ensure adherence to service levels (SLAs).
- Assist management by acting as “manager on duty” to address customer service, vendor, or technical issues during off-hours or management absences.
- Other duties & projects as assigned
Requirements and Qualifications
- Preferred 1+ year in a Senior Customer Support Role
- Excellent communication and interpersonal skills
- Able to work independently and manage multiple tasks
- Strong work ethic and service skills
- Excellent organizational skills and attention to detail
- Strong record-keeping and analytical skills
- Outstanding technical diagnostic, problem-solving, and analytical skills
- Advanced networking knowledge, Good knowledge of LAN/WAN networks, TCP/IP protocols, and network technologies
- TeamViewer and other remote access software knowledge preferred
- Ability to work through “grey areas” using critical thinking skills
