Customer Support Coordinator

Are you passionate about delivering outstanding customer service and helping people solve problems? We're looking for a Customer Support Coordinator to join our team in a fast-paced business operating within the transport sector.

As the first point of contact for our customers, you will play a vital role in ensuring they receive prompt, professional, and friendly support. You'll help resolve technical and product-related issues, provide guidance on best practice, and ensure customers feel confident and supported when using our solutions. This is an excellent opportunity for someone with strong customer service skills who enjoys problem-solving and wants to build their technical expertise within a growing technology business.

What You'll Be Doing

Delivering Exceptional Customer Support

• Act as the first point of contact for customer enquiries via phone, email, and our ticketing system.
• Provide timely, accurate, and professional support, keeping customers informed throughout the resolution process.
• Troubleshoot common product and technical issues using established processes and support tools.
• Resolve issues at first contact wherever possible, escalating more complex cases to the 2nd Line Support team when required.
  

Managing Support Tickets

• Accurately log customer enquiries, investigations, and resolutions within our CRM and ticketing systems.
• Categorise and prioritise support tickets appropriately to ensure efficient case management.
• Maintain detailed and high-quality records to support smooth handovers and team collaboration.

Creating a Positive Customer Experience

• Deliver clear, customer-focused communication at all times.
• Provide advice and guidance to help customers maximise the value of our products.
• Proactively follow up on open issues, ensuring timely resolution and high customer satisfaction.

Working as Part of a Team

• Collaborate closely with the 1st Line Support Team Leader to highlight recurring issues, trends, and process improvement opportunities.
• Work with 2nd Line Support and other internal teams to resolve escalated cases efficiently.
• Contribute to knowledge sharing and continuous improvement across the support function.

Supporting Continuous Improvement

• Help maintain and enhance internal documentation, FAQs, and knowledge base articles.
• Participate in training and development activities to strengthen product and technical knowledge.
• Identify opportunities to improve support processes, workflows, and service delivery.

What Success Looks Like

In this role, you'll be successful by:

• Meeting or exceeding service level targets for response and resolution times.
• Achieving high customer satisfaction scores and positive customer feedback.
• Maintaining accurate ticket records with strong attention to detail.
• Delivering a high first-time fix rate through effective troubleshooting and communication.

About You

Essential Skills and Experience

• Previous experience in a customer service, helpdesk, service desk, or technical support role.
• Excellent communication skills with the ability to explain technical information in a clear and simple way.
• Strong problem-solving skills and attention to detail.
• Experience using CRM, helpdesk, or ticketing systems.
• A calm, patient, and customer-focused approach, particularly when working under pressure.

Desirable Skills and Experience

• Experience supporting SaaS, software, or technology products.
• Knowledge of the transport, mobility, or public sector technology sectors.
• A genuine interest in developing technical, system, or product expertise.

Why Join Us?

• Be part of a growing and innovative business making a real impact within the transport sector.
• Opportunity to develop your technical knowledge and progress your career.
• Supportive team environment focused on collaboration and continuous learning.
• The chance to play a key role in delivering exceptional customer experiences.

Since our founding in 2009, Ticketer has grown to become the UK's leading provider of real-time information, data analytics and ticketing solutions for the bus and coach industry. Today, we work with some of the UK's largest transport operators, including Arriva, Go-Ahead Group and National Express, as well as the majority of local authorities and commercial bus and coach operators across the country. If you've travelled by bus outside London, there's a good chance Ticketer was powering your journey—from the ticket machine onboard to the software and data services working behind the scenes to keep services running smoothly.

We are committed to creating an inclusive workplace where everyone feels valued, respected and empowered to perform at their best. We believe that diverse teams drive better outcomes, innovation and stronger connections with our customers and communities. We welcome applications from candidates of all backgrounds, experiences and perspectives. We value diversity in all its forms and are committed to providing equal opportunities throughout the recruitment process and employment lifecycle. If you require any reasonable adjustments during the recruitment process, please let us know and we'll be happy to support you.