Bayt.com
https://bayt.page.link/KAkp65atiT8mNL617
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Application Support Coordinator

3 days ago 2025/06/18
100-499 Employees · Other Business Support Services
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Job Description

Key Responsibilities:

  • Acknowledge receipt of support tickets and client calls promptly, ensuring timely responses in line with SLA requirements.
  • Review and validate ticket information, ensuring all necessary details are provided and that 1st level client support steps have been taken.
  • Ensure tickets are correctly classified and prioritized within the Jira system based on the nature of the issue.
  • Escalate tickets to the 2nd level support team when necessary, following predefined guidelines.
  • Monitor open tickets to ensure progress is being made and escalate delays when needed.
  • Maintain accurate documentation of all interactions and updates within the Jira system.
  • Follow a provided response guide to ensure consistent communication and troubleshooting inquiries with clients.
  • Handle occasional client calls during the shift, ensuring issues are logged and directed appropriately.
  • Collaborate with the broader support team to ensure smooth handovers between shifts and proper ticket tracking.
  • Ensure all activities comply with the company’s service delivery processes and quality standards.
Requirements:

  • Bachelor’s degree preferred (any field).
  • Strong command of English (B2 Level).
  • Previous experience in customer support, service coordination, or call center roles is an advantage.
  • Strong organizational and time-management skills to meet tight response deadlines.
  • Excellent communication skills—both written and verbal.
  • Ability to work in a fast-paced environment and manage multiple tickets simultaneously.
  • Strong attention to detail and ability to follow structured processes.
  • Customer-first mindset with a proactive approach to problem-solving.
  • Ability to remain calm under pressure and deliver consistent performance.
  • Familiarity with Jira or other ticketing systems is a plus (training will be provided).

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