Technical Support Coordinator / Specialist

Axiom Software Solutions Limited; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A technology solutions provider is seeking a Technical Support Coordinator/Specialist in London. The role involves providing desktop support, managing user testing, and maintaining documentation. Strong customer service skills and 5-8 years of experience are required. The position is onsite in London 5 days a week, offering a dynamic working environment with opportunities for growth.

Qualifications

• 5-8 years of technical support experience required.
• Experience with User Acceptance Testing is a plus.
• Must be passionate about customer service and end-user experience.

Responsibilities

• Provide end-user desktop support for software solutions.
• Conduct user acceptance testing and validation testing.
• Create and maintain internal knowledge base documentation.
• Work within ticketing systems to respond to customer issues.
• Provide training for new users as required.

Skills

Customer service

Technical Support

Problem solving

Effective communication

Time management

Job description

Job Overview

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’s 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.
• Have excellent time management skills and can make decisions quickly.
• Strong problem solving skills with the ability to ask helpful and effective questions during triage phase of end users support.
• Effective communication skills that let you converse as freely and comfortably with small groups as with individual users.

Job Description / Responsibilities

• Provide end-user desktop support for internally developed software solutions, ensuring a high level of customer service and technical expertise.
• Perform system administrate tasks including user access management, reseting workflows, updating system configurations, and system maintenance.
• Conduct user acceptance testing (UAT) and production validation testing (PVT) to ensure software quality and functionality prior to deployment and after release.
• Create, update, and maintain our internal knowledge base (kbase) documentation for the systems we support including user guides, process documentation, and troubleshooting materials.
• Work within ticketing systems to respond, triage, and escalate customer issues to our Technology Project Managers or Engineering teams to resolve.
• Provide application training for new users as required to ensure a smooth onboarding experience.
• Ability to thrive on change as products evolve.

Education / Experience

• Pervious help desk or customer technical support experience
• Troubleshooting skills
• Customer service skills
• Software Proficiency
• Ticketing systems and use of remote support tools