Support Operations Coordinator - Flexible Work & Growth

Sword Group; Aberdeen City; Presencial; GBP 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Flexible working

Private health & well-being

Descripción de la vacante

Sword Group is seeking a Support Coordinator to manage day-to-day software support services, coordinating with customers, engineers, and sales to ensure incidents, maintenance and service commitments are met.

You will monitor performance, provide updates, plan maintenance, manage on-call rota, and help drive improvements across the support function. Strong organisational skills and experience with ticketing platforms are essential.

Formación

• Experience 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.

Responsabilidades

• 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.

Conocimientos

Organisational skills

Coordination

Communication

Customer service

Stakeholder management

Prioritisation

Herramientas

Ticketing systems

Descripción del empleo

Sword Group is seeking a Support Coordinator to manage day-to-day software support services, coordinating with customers, engineers, and sales to ensure incidents, maintenance and service commitments are met.

You will monitor performance, provide updates, plan maintenance, manage on-call rota, and help drive improvements across the support function. Strong organisational skills and experience with ticketing platforms are essential.