Technical Support Coordinator / Specialist

Posted 2 days 16 hours ago by Axiom Software Solutions Limited

Permanent
Not Specified
Other
London, United Kingdom
Job Description

Job title: Technical Support Coordinator / Specialist

Job location: London, UK (5 Days Onsite)

Job type: Contract

Client: Wipro

Mandatory Skills: Technical Support

Experience: 5-8 Years

Key Qualifications

  • Passionate about customer service and end-user experience.
  • Ability to assess customer support needs and provide solutions or refer them to other support options available.
  • Experience in supporting the implementation of new software applications through User Acceptance Testing.
  • Excellent time management skills and the ability to make quick decisions.
  • Strong problem-solving skills with the ability to ask helpful and effective questions during the triage phase of end-user support.
  • Effective communication skills that enable comfortable conversations with both small groups and individual users.

Job Description

Under the supervision of the Places Technology Product Support Manager, a Places Technical Support Coordinator / Specialist team member is responsible for:

  • Providing end-user desktop support for internally developed software solutions, ensuring high customer service and technical expertise.
  • Performing system administration tasks including user access management, resetting workflows, updating system configurations, and system maintenance.
  • Conducting user acceptance testing (UAT) and production validation testing (PVT) to ensure software quality and functionality prior to deployment and after release.
  • Creating, updating, and maintaining internal knowledge base (kbase) documentation, including user guides, process documentation, and troubleshooting materials.
  • Working within ticketing systems to respond, triage, and escalate customer issues to Technology Project Managers or Engineering teams for resolution.
  • Providing application training for new users to ensure a smooth onboarding experience.
  • Adapting to change as products evolve.

Education/Experience

  • Previous help desk or customer technical support experience.
  • Troubleshooting skills.
  • Customer service skills.
  • Software proficiency.
  • Experience with ticketing systems and remote support tools.