Technical Support Coordinator / Specialist

Axiom Software Solutions Limited; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Coordinator/Specialist to enhance customer service and user experience. This role involves providing end-user support for software applications, managing user access, and conducting user acceptance testing to ensure quality. The ideal candidate will have a passion for customer service, strong problem-solving skills, and the ability to communicate effectively with users. Join a dynamic team where you can make a significant impact and grow your career in a supportive environment.

Qualifications

• 5-8 years of experience in technical support or help desk roles.
• Strong problem-solving and customer service skills are essential.

Responsibilities

• Provide end-user desktop support for software solutions.
• Conduct user acceptance testing and maintain knowledge base documentation.

Skills

Technical Support

Customer Service

Troubleshooting

Communication Skills

Time Management

Problem-Solving

Education

Help Desk Experience

Experience with Ticketing Systems

Tools

Ticketing Systems

Remote Support Tools

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.