Job Description, Responsibilities & Requirements
About the Position
Technical Support Coordinator
Location: Newcastle upon Tyne, England
Contract Type: 3-Month Fixed-Term Contract
Salary: £25,000 to £28,000 GBP
We're looking for a proactive and customer-focused Technical Support Coordinator to join our Customer Support team on a 3-month fixed-term contract.
Responsibilities
- Act as the first point of contact for customers contacting the Technical Support team.
- Answer incoming telephone calls and respond to customer enquiries in a professional and friendly manner.
- Accurately log all support requests within the ticketing system, ensuring all relevant information is captured.
- Ask the right questions to fully understand each customer's issue before assigning the ticket.
- Assess the urgency and impact of each request, applying the appropriate priority level.
- Escalate high-priority or complex issues to the relevant technical teams.
- Keep customers updated on the progress of their support request and manage expectations throughout the process.
- Ensure all customer interactions are recorded accurately and in line with company procedures.
- Work closely with the wider support team to ensure a smooth and efficient service.
Requirements
- Previous experience in a customer service, helpdesk, service desk, or technical support role.
- Excellent communication skills, both written and verbal.
- A calm and professional approach when dealing with customers, including challenging situations.
- Strong attention to detail and the ability to accurately record information.
- Good organizational skills with the ability to manage multiple tasks and priorities.
- Confidence using computer systems and learning new software.
- Experience using a ticketing or service desk system would be beneficial but isn't essential.
We Offer
- Competitive salary.
- A supportive and collaborative team environment.
- The opportunity to gain valuable experience within a growing technology business.
- Ongoing support and training throughout your contract.
- A varied role where no two days are the same.
About the Company
Nigel Frank is a leading recruitment firm specializing in placing talented individuals in various roles across different industries. We pride ourselves on delivering exceptional service and building long-term relationships with our clients and candidates.