Technical Support Coordinator / Specialist

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

Under the supervision of the Places Technology Product Support Manager, a Places

Technical Support Coordinator / specialist team member is responsible for the following:

• 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