Job Title: Support Coordinator – Credential & Technical Support

Experience Range: 3–6 years
Hiring Location: [Insert location here – e.g., Remote / Bangalore / Hyderabad]

Role Proficiency

Ensure on-time delivery and customer support aligned with project and product requirements. Manage team deliverables and readiness of the customer support system.

Must-Have Skills

Ticket creation & workflow management (e.g., Jira, Zendesk)

Strong attention to detail and time management

Experience in technical support operations or credential/access management

Excellent communication and documentation skills

Ability to troubleshoot and resolve product-level issues

Familiarity with SDLC processes (Waterfall, Agile, XP)

Experience in customer coordination and escalation handling

Capability in following and maintaining support process documentation

Good-to-Have Skills

Experience with DevOps and CI/CD tools

Familiarity with product deployment processes

Basic scripting or automation for credential management

Knowledge of software development principles and testing

Experience in user training, knowledge transfer, or documentation creation

Industry/domain knowledge (e.g., Healthcare, Financial Services)

Understanding of configuration management tools and techniques

Exposure to tools like Confluence, ServiceNow, or internal credential reset platforms

Key Responsibilities

Implementation & Support

Monitor support desk tickets and escalate credential-related issues

Ensure support documentation is up to date and followed

Conduct peer reviews and contribute to quality assurance

Log and track all issues with timely updates

Product Delivery & Management

Analyze customer feedback and recommend improvements

Coordinate with product engineers for fixes and enhancements

Support transitions from development to production

Knowledge Management

Update and contribute to internal knowledge bases

Conduct onboarding and knowledge sharing sessions

People & Process Management

Lead junior team members, ensuring timely delivery and quality

Mentor associates and support their career growth

Collaborate across teams to improve customer support experience

Measures of Success

Reduction in recurring support tickets

Zero high-impact incidents (blocker bugs, data loss)

Adherence to OKRs and SLAs

Positive customer feedback

Compliance with support playbook and traceability metrics