Technical Support Operations Coordinator

Salary: £27,000 - 32,000 per year

Requirements

• Experience in a customer-facing support, service desk, or coordination role.
• Strong organisational skills.
• Clear written and verbal communication.
• Confidence speaking with customers and technical colleagues.
• Ability to prioritise competing tasks.
• Comfort chasing updates and holding people to agreed actions.
• Good attention to detail.
• Calm under pressure.
• Comfortable using ticketing systems.
• A practical, customer-focused approach.
• Experience in a software, SaaS, or ERP support environment is desirable.
• Experience working with highly technical support teams is desirable.
• Experience with SLA management is desirable.
• Experience producing operational reports is desirable.
• Experience using Zoho Desk or similar support platforms is desirable.
• Understanding of support processes, ticket triage, and escalation is desirable.
• English is required.

Responsibilities

• Monitor the support queue throughout the day.
• Ensure new tickets are reviewed, prioritised, and assigned to the right person.
• Help balance workloads across the team.
• Identify stalled tickets and keep them moving forward.
• Highlight tickets at risk of breaching SLA.
• Ensure tickets have clear ownership at all times.
• Coordinate ticket handovers before annual leave, sickness, or other absence.
• Keep ticket notes clear, current, and useful.
• Ensure customers receive regular, meaningful updates.
• Work with technical colleagues to gather the information needed to update customers properly.
• Send customer updates where appropriate, especially during technical investigation.
• Make communication clear, reassuring, and honest.
• Reduce avoidable customer chasing by keeping people informed early.
• Escalate communication gaps where they risk customer confidence.
• Help engineers manage priorities during busy periods.
• Support the movement of tickets between team members when needed.
• Keep visibility of who is working on what.
• Make sure urgent or ageing tickets are not missed.
• Help coordinate support activity during high-pressure customer issues.
• Encourage good ticket hygiene and consistent ways of working.
• Provide telephone cover when required.
• Handle incoming customer calls professionally and calmly.
• Log customer issues accurately.
• Route calls and tickets to the right person or team.
• Ensure customers receive a helpful first response, even when further technical investigation is needed.
• Support the Business Operations Manager with daily, weekly, and monthly reporting.
• Track queue health, ticket ageing, SLA performance, and backlog.
• Highlight trends, recurring issues, and operational bottlenecks.
• Prepare information for management reviews.
• Provide clear visibility of where support is working well and where attention is needed.
• Help identify practical improvements to the way the team works.
• Review tickets for quality of updates, notes, and ownership.
• Encourage clear, customer-focused communication across the team.
• Help improve support processes, templates, and working practices.
• Support the use of internal knowledge, AI tools, and agreed processes.
• Identify coaching opportunities where customer communication or ticket handling could improve.
• Help create a more organised, calm, and predictable support experience.

Technologies

• AI
• ERP
• Support

More

We provide ERP software to customers who rely on us to help keep their businesses running smoothly. This Technical Support Operations Coordinator role sits at the centre of our Support team, helping us stay organised, visible, and customer focused. It is a coordination role rather than a purely administrative one, supporting queue management, customer communication, reporting, process improvement, and telephone cover when needed. The role is based in a hybrid remote setup in Grantham NG31 7FZ, and the salary is £27,000 to £32,000 per year.

last updated 29 week of 2026