Software Technical Support Coordinator

3 days ago

Kannur, Kerala, India Inexoft Technologies Pvt Ltd Full time ₹ 1,80,000 - ₹ 3,60,000 per year

Location: Kannur

Experience: 2 – 5 Years

Qualification: B. Com / BCA / B.Sc. Computer Science

Employment Type: Full-Time

Job Summary:

We are looking for a skilled and motivated Software Technical Support Coordinator to lead and manage our support operations. The ideal candidate will oversee the technical support team, ensure timely resolution of client issues, and maintain high standards of customer satisfaction. This role requires strong technical expertise, leadership skills, and effective communication to coordinate across teams and optimize support performance.

Key Responsibilities:

  • Lead and coordinate the software technical support team to ensure smooth daily operations.
  • Assign tasks, monitor team performance, and conduct regular performance evaluations.
  • Handle escalated customer issues and ensure timely and effective resolution.
  • Collaborate with development, QA, and other cross-functional teams for issue tracking and resolution.
  • Maintain accurate documentation of issues, solutions, and FAQs for knowledge sharing.
  • Monitor key support metrics (response time, resolution rate, customer satisfaction) and prepare periodic reports.
  • Identify areas for process improvement to enhance team efficiency and service quality.
  • Conduct team meetings, provide mentorship, and implement strategies to improve productivity.

Requirements:

  • Minimum 2 years of experience in software technical support or a related field.
  • Prior experience in team lead, coordination, or supervisory roles preferred.
  • Strong understanding of software systems, troubleshooting, and customer support workflows.
  • Excellent leadership, problem-solving, and communication skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Familiarity with support tools, ticketing systems, and remote assistance platforms.

Preferred Skills:

  • Knowledge of databases, APIs, and software deployment environments.
  • Experience collaborating with cross-functional teams (developers, QA, etc.).
  • Knowledge of ERP software will be an added advantage.
  • Customer-focused mindset with strong interpersonal skills.

Salary: Based on experience and skill set.

Job Types: Full-time, Permanent

Pay: ₹15, ₹30,000.00 per month

Work Location: In person

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