Call Co-Ordinator / Helpdesk Support Job Description Template
The Call Co-Ordinator / Helpdesk Support is responsible for managing incoming customer calls, emails, and chats, providing first-level technical support, and coordinating with various teams to resolve customer issues efficiently. This role requires strong customer service skills, technical knowledge, and the ability to work in a fast-paced environment.
Responsibilities
- Handle incoming customer calls, emails, and chats professionally and efficiently.
- Provide first-level technical support and troubleshooting for customer issues.
- Escalate complex issues to appropriate teams while ensuring timely follow-ups.
- Maintain accurate records of customer interactions and issue resolutions.
- Collaborate with technical teams to resolve customer problems promptly.
- Track and manage helpdesk tickets to ensure timely resolution.
- Assist in creating and updating support documentation and FAQs.
- Monitor system alerts and pro-actively address potential issues.
- Maintain a high level of customer satisfaction through effective communication and problem resolution.
Qualifications
- High school diploma or equivalent; a degree in a related field is a plus.
- Previous experience in a customer service or helpdesk support role.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and attention to detail.
- Ability to work in a fast-paced environment and manage multiple tasks.
Skills
- Customer service
- Technical support
- Ticketing systems
- Troubleshooting
- Communication
- Problem-solving
- Multitasking
- Documentation
- Time management
Frequently Asked Questions
A Call Co-Ordinator or Helpdesk Support professional is responsible for managing and directing calls related to technical issues or customer inquiries. Their role involves logging tickets, routing calls to appropriate departments, providing first-level support, and ensuring timely resolution of incidents. They act as a pivotal communication link between customers and technical teams, maintaining records and following up on outstanding issues. By offering assistance and technical guidance, they enhance customer experience and contribute to service efficiency.
To become a Call Co-Ordinator or Helpdesk Support specialist, candidates typically need a high school diploma or equivalent, although some employers prefer a degree in computer science or a related field. Relevant experience in customer service or IT support is advantageous. Key skills include proficiency in using helpdesk software and communication tools, strong problem-solving abilities, and excellent interpersonal skills. Pursuing certifications in IT service management or customer support can strengthen one's qualifications for the role.
The average salary for a Call Co-Ordinator or Helpdesk Support role fluctuates based on location, industry, and experience level. Entry-level positions may start with a lower wage, with the potential for salary increases as skills and experience grow. Salaries can also vary depending on the size of the organization and specific responsibilities handled by the individual. Generally, candidates can expect a competitive compensation package that includes benefits such as health insurance, paid leave, and professional development opportunities.
A Call Co-Ordinator or Helpdesk Support role requires basic educational qualifications, typically a high school diploma, although a degree in information technology or a related field can be beneficial. Employers often seek individuals with experience in customer service or technical support. Key qualifications include strong communication skills, an ability to troubleshoot and solve problems efficiently, and proficiency in using software tools relevant to helpdesk operations. Additional certifications in IT or customer service can further enhance a candidate's suitability for the role.
Essential skills for a Call Co-Ordinator or Helpdesk Support role include excellent communication and interpersonal abilities, problem-solving skills, and technical proficiency with helpdesk software and tools. Responsibilities involve logging calls, providing initial assistance, escalating issues to technical teams, and ensuring timely follow-up and resolution. Managing customer relationships, maintaining accurate records, and consistently delivering high-quality support are crucial to the role. Continuous learning and adaptability are also important in staying updated with new technologies and procedures.