Support Case Coordinator (IoT)

TL;DR

Support Case Coordinator (IoT): Coordinating customer support journeys for the UK&I region by managing ticket lifecycles and bridging communication between customers and technical teams. Focus on reducing ticket ageing, optimizing SLA adherence, and enhancing customer satisfaction through proactive ownership.

Location: Hybrid (London, UK)

Company

hirify.global is a global leader in IoT and data technologies for the retail sector, focused on digitalization and sustainable commerce.

What you will do

• Act as the primary point of contact for customers throughout their support journey.
• Manage support ticket queues, ensuring accurate information and timely updates.
• Coordinate between Technical Support, Engineering, Field Services, and Customer Success teams.
• Prioritize tickets based on urgency, SLA commitments, and business impact.
• Produce reports on ticket status and identify trends in recurring customer issues.

Requirements

• Previous experience in customer service or support roles.
• Strong written and verbal communication skills.
• Proficiency in CRM or helpdesk ticketing systems.
• Ability to manage multiple priorities and work independently.
• Must be based in London, UK (Hybrid schedule).

Nice to have

• Experience in IT, retail technology, or field service environments.
• Knowledge of service desk processes and SLAs.
• Familiarity with Zendesk, Freshdesk, ServiceNow, or Jira.

Culture & Benefits

• Flexible hybrid work schedule.
• Competitive pay and benefits package.
• E-learning opportunities and professional workshops.
• Global mobility potential within the organization.