Customer Support Tech Coordinator

Primary Objective:

This coordinator role is responsible for providing exceptional technical support across multiple products and supporting the effective coordination of operational activities. The key remit of this role will include actively resolving technical customer support enquiries, coordinating customer installations & scale calibrations, executing system configuration changes, and the ongoing maintenance of the product knowledge base.
Customer Support 

• Respond promptly to customer enquiries via Freshdesk email and live chat ensuring timely and accurate resolutions in accordance with SLAs

• Troubleshoot product issues, or system configuration requirements, and escalate complex cases as needed.

• Gather and document feature requests, customer feedback and bug reports to inform product improvements.

• Proactively make outbound calls when necessary to enhance resolution efficiency and customer experience....