IT Support Coordinator

We are looking for a detail-oriented and customer-focused IT Support Coordinator to manage and enhance the support experience for clients. This role is responsible for coordinating technical support, resolving client issues, and ensuring smooth operation of the TMS platform across multiple users and stakeholders., * Monitor, triage, and manage incoming support tickets, ensuring timely resolution and communication.

• Collaborate with internal IT and development teams to troubleshoot and resolve system issues.
• Maintain accurate documentation of support cases, resolutions, and client interactions.
• Identify recurring issues and contribute to continuous improvement of the TMS platform.
• Assist in onboarding new clients, including system setup, user access, and training.
• Generate and analyze support metrics and client feedback to improve service delivery.
• Ensure compliance with data security and privacy standards in all client interactions.

• 2+ years of experience in IT support, client services
• Familiarity with Systems (e.g., Oracle TMS, MercuryGate, SAP TM, etc.)
• Strong problem-solving skills and ability to communicate technical concepts to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, Jira, Freshdesk).
• Excellent organisational and multitasking abilities.
• Knowledge of logistics, supply chain, or freight operations is a plus.

Key Competencies:

• Customer service excellence
• Technical troubleshooting
• Communication and interpersonal skills
• Process improvement mindset
• Attention to detail
• Team collaboration

• May require occasional travel to client sites or company offices
• On-call/out of hours support on rotation basis