Technical Project Coordinator

We are seeking a highly organized, detail-oriented, and proactive Technical Project Coordinator to support our growing operations team. This role is central to ensuring efficient project execution, strong cross-functional coordination, and consistent service delivery aligned with client and business expectations.

Key Responsibilities

• Oversee the helpdesk and ticketing system to ensure support requests are accurately logged, assigned, prioritized, and resolved within defined 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, ensuring timely resolution and appropriate routing.
• Review and monitor client communication channels, including WhatsApp, and report critical updates or concerns raised by clients.
• Work closely with the support team to identify operational gaps and recommend process and workflow improvements.
• Ensure all operational documentation, including SOPs, troubleshooting guides, and user manuals, is current, complete, and easily accessible.
• Review daily work logs and attendance of support staff; communicate discrepancies through official email and company WhatsApp channels.
• Act as a coordination bridge between support teams, developers, and product managers to resolve issues and incorporate customer feedback into product enhancements.
• Prepare and present weekly performance reports covering ticket resolution metrics, SLA adherence, and customer satisfaction.
• Analyze customer satisfaction surveys to identify trends, risks, and opportunities for service improvement.
• Allocate and track resources effectively to optimize productivity and ensure timely project deliverables.

Requirements

• Bachelor’s degree in Computer Science, Management, or a related discipline.
• Minimum of 2+ years of experience in project coordination, preferably within a software house or IT services environment.
• Practical, 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.

Job Type: Full-time

Pay: Rs65,000.00 - Rs120,000.00 per month

Work Location: In person