Technical Project Coordinator

We are seeking a highly organized and detail-oriented Technical Project Coordinator to join our expanding operations team. This role is essential for ensuring smooth project execution, fostering effective cross-functional collaboration, and maintaining consistent service delivery that aligns with both client and business expectations. The successful candidate will manage support workflows, monitor performance metrics, and facilitate communication across teams to promote continuous improvement and operational efficiency.

Key Responsibilities

- Oversee the helpdesk and ticketing system to ensure all support requests are accurately logged, assigned, prioritized, and resolved within established timelines.
- Monitor ticket trends, response times, and resolution quality to ensure compliance with Service Level Agreements (SLAs).
- Track and follow up on escalated and high-priority issues, guaranteeing timely resolution and appropriate routing.
- Review and monitor client communication channels, including WhatsApp, and promptly report critical updates or client concerns.
- Collaborate closely with the support team to identify operational gaps and recommend enhancements to processes and workflows.
- Maintain all operational documentation such as Standard Operating Procedures (SOPs), troubleshooting guides, and user manuals, ensuring they remain current, comprehensive, and easily accessible.
- Review daily work logs and attendance records of support staff, addressing any discrepancies through formal communication channels.
- Act as a liaison between support teams, developers, and product managers to resolve issues and integrate customer feedback into product improvements.
- Prepare and present weekly performance reports covering ticket resolution metrics, SLA adherence, and customer satisfaction levels.
- Analyze customer satisfaction surveys to identify trends, risks, and opportunities for service enhancement.
- Allocate and track resources efficiently to optimize productivity and ensure timely delivery of project milestones.

Required Qualifications

- Bachelor’s degree in Computer Science, Management, or a related field.
- At least 2 years of experience in project coordination, preferably within a software house or IT services environment.
- Hands-on experience with Jira and other project or ticket management tools.
- Strong proficiency in Microsoft Office Suite.
- Excellent written, verbal, and presentation skills.
- Ability to work independently while collaborating effectively in a fast-paced, dynamic environment.

This is a full-time, in-person position offering a competitive monthly salary range of Rs65,000 to Rs120,000, commensurate with experience and qualifications. We encourage motivated candidates who excel in dynamic settings and are passionate about driving operational excellence to apply for this opportunity.