Customer Support Coordinator

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Ticketer

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🚗 Transport

☁️ SaaS

🔧 Hardware

Transport • SaaS • Hardware

Ticketer is a UK-based technology partner for the bus and coach industry that provides end-to-end ticketing and fleet management solutions. It supplies industry-leading ticket machines (including contactless Tap On/Tap Off readers), a cloud-based Ticketer Portal for fleet management, and data & analytics tools and a network control centre to help franchising authorities, transport/local authorities and bus & coach operators optimise operations and passenger experiences. The company emphasises real-time operational insights, scalability for fleets of various sizes, and has case-study-backed customer success with deployments across the UK.

📋 Description

• Act as the first point of contact for customer enquiries via phone, email, and ticketing system • Provide timely, accurate, and professional customer support • Troubleshoot common product and technical issues using established processes and support tools • Resolve issues at first contact where possible and escalate complex cases to 2nd Line Support • Log enquiries, investigations, and resolutions in CRM and ticketing systems • Categorise and prioritise support tickets • Maintain detailed records for handovers and team collaboration • Provide clear, customer-focused advice and guidance • Follow up on open issues to ensure timely resolution and customer satisfaction • Collaborate with the 1st Line Support Team Leader, 2nd Line Support, and internal teams • Contribute to knowledge sharing and continuous improvement • Maintain internal documentation, FAQs, and knowledge base articles • Participate in training and development activities • Identify opportunities to improve support processes, workflows, and service delivery • Meet service-level targets, achieve high customer satisfaction, maintain accurate records, and deliver a high first-time fix rate

🎯 Requirements

• Previous experience in a customer service, helpdesk, service desk, or technical support role • Excellent communication skills and ability to explain technical information clearly and simply • Strong problem-solving skills and attention to detail • Experience using CRM, helpdesk, or ticketing systems • Calm, patient, and customer-focused approach when working under pressure • Experience supporting SaaS, software, or technology products is desirable • Knowledge of transport, mobility, or public sector technology sectors is desirable • Genuine interest in developing technical, system, or product expertise

🏖️ Benefits

• Opportunity to develop your technical knowledge and progress your career • Supportive team environment focused on collaboration and continuous learning • Inclusive workplace committed to equal opportunities • Reasonable adjustments during the recruitment process • Full-time, permanent employment