What you will do

Support Coordinators are responsible for the organisation of tasks to be carried out in the First and Second Line of Support, the monitoring of tasks carried out by first line, back office administration, and issue resolution.

As a Support Coordinator, your goal is to maintain a high and consistent level of support across the internationally oriented support team. You will be working closely with colleagues within the department and with our team in India by actively assisting the first tier in helping answer the consumer questions. You will need to build bridges and represent the voice of the customer in all of your interactions. In addition, operational support work is also part of the job.

Responsibilities

• Providing second tier support by coordinating between first tier and internal stakeholders to find (structural) solutions

• Operational support work (second line support)

• Review a subset of support agents’ conversations (emails, chat, etc)

• Assess support interactions based on Tiqets standards

• Undertake back office support tasks to ensure cost recovery processes are handled effectively

• Possess a competent level of knowledge of all 2nd Line tasks

• Identify areas of friction and feedback to the business

• Assist in creating strategies to improve support KPIs

• Help first tier agents improve their performance with specific instructions and constant support

• Participate in calibration sessions to maintain consistency in internal evaluations

• Contribute to the team culture in a positive manner

Qualifications

• Minimum of 1 year experience in the support space

• Proven track record of analytical skills

• Great people skills and ability to communicate feedback

• Good organizational skills, knowledgeable in goal-setting practices

• Examples of data visualization abilities and understanding of support metrics

• Perception of basic business metrics and how support impacts those

• Problem-solving capabilities to create meaningful input for strategies to improve support quality

• Experience in handling complaints via social media is a plus

• Competent using Microsoft Excel/Google sheets, Word/Google Docs, and a Customer Support ticketing system such as Zendesk/Kustomer

• You live in (or close to) Amsterdam, in the Netherlands

• Fluent in English. One of the following additional languages are a plus: Dutch, German, Italian, Spanish and/or French

• The opportunity is for 32-40 hours per week

• Important: ability to do weekend and public holidays shifts