A highly organized and customer-focused Software Support Coordinator will play a crucial role in ensuring the smooth operation of our software support services. The ideal candidate will possess excellent communication skills, a deep understanding of software applications, and the ability to coordinate effectively with both internal teams and external clients.

The Support Coordinator plays a vital role in overseeing support tasks, maintaining constant communication with stakeholders, and ensuring the uninterrupted operation of systems. They collaborate with various departments within the organization to ensure alignment until the project goes live, providing training to ensure smooth functionality post-implementation. They are responsible for managing support tickets and serving as the initial point of contact for issue logging and resolution.

• Coordinate support tasks to guarantee the smooth execution of all project elements.
• Communicate effectively with stakeholders and various departments to ensure alignment and understanding throughout the project lifecycle.
• Serve as the primary point of contact for end-users seeking technical assistance and support related to our software products.
• Respond to end-user inquiries promptly and professionally, addressing issues and providing solutions in a timely manner.
• Collaborate with technical teams to resolve complex software issues and ensure end-user satisfaction.
• Manage support tickets and ensure timely resolution of reported issues.
• Conduct basic troubleshooting and resolve common issues promptly.
• Document resolved issues in the knowledge base for future reference.
• Update users on the progress of issue resolution.
• Identify and escalate unresolved issues to tier 2 support for further investigation and resolution
• Create and maintain comprehensive end-user documentation & knowledge base for the software system.
• Provide training and guidance to internal teams/end-users on software functionalities and best practices.
• Collaborate with QA teams to identify and report software bugs and issues.
• Participate in testing new software releases to ensure a smooth rollout and minimal impact on users.
• Proactively identify opportunities for process improvements and efficiencies in the software support workflow.
• Gather and analyze end-user feedback to contribute to product enhancements and updates.

• Proficiency with Microsoft Office/Google Docs/Spreadsheet
• Familiarity with support ticketing systems.
• Ability to work collaboratively with cross-functional teams
• Ability to prepare and interpret flowcharts, schedules, and step-by-step action plans
• Excellent communication skills (particularly via phone and email)
• Solid organizational skills, including multitasking and time-management
• Strong client-facing and teamwork skills
• Time management
• Technical skills and data entry
• Analytical thinking skills
• Ability to pay attention to detail
• Be a detail-oriented and reliable problem solver and a good communicator
• Familiarity with risk management and quality assurance control

Education: Graduation in any stream with a minimum of 50%
Experience with CRM (Customer Relationship Management) systems and support ticketing platforms
Experience: 1 year of experience required

Role: Support Coordinator
Location: Kochi
Department: Support
Employment Type: Full-Time
Contract Type: Regular