Technical Support Coordinator / Specialist
Role details
Job location
Tech stack
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.
Requirements
Mandatory Skills: Technical Support
Experience: 5-8 Years
Key Qualifications
-
Passionate about customer service and end-user experience.
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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.
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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., * Pervious help desk or customer technical support experience
-
Troubleshooting skills
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Customer service skills
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Software Proficiency
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Ticketing systems and use of remote support tools
