Technical Project Coordinator

24 hours ago

Karachi, Sindh, Pakistan Climax Software Solutions Full time

We are seeking a highly organized, detail-oriented, and proactive 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.
  • Ensure ongoing compliance with SLAs, support standards, and operational commitments.
  • 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.

Why Join Us?

You will be part of a collaborative and performance-driven organization where your coordination skills directly impact service quality, customer satisfaction, and operational excellence.

Job Type: Full-time

Pay: Rs60, Rs120,000.00 per month

Work Location: In person

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