PEN Group
Technical Support Coordinator
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Technical Support Coordinator
Employment Type
Full-time
Work Schedule
Monday to Friday, 9am – 5pm (40 hours per week)
Work Location
On-site — HX 12th Floor, 1 Harbour Exchange, Canary Wharf, London, E14 9GE
Applicants must have the legal right to work in the UK without employer sponsorship and be able to maintain that right for at least the next 3 years. PEN Group is unable to provide visa sponsorship for this role.
About the Role
Planet Education Networks (PEN Group) is looking for a proactive Technical Support Coordinator with experience or a strong interest in supporting software platforms and projects.
This is not an infrastructure, Azure, or IT helpdesk role. The focus is on the day-to-day operation and support of software platforms — making sure users are receiving the right level of service, issues are handled properly, bugs are reported clearly, and recurring problems are identified and fed back into Product and Development.
You will work closely with the Technical Support team, helping coordinate activity, follow up on open issues, review SLA performance, and make sure support trends and platform problems are visible to the wider business. You will also be involved in projects before launch to understand the business concept, users, expected service, and how the platform should operate once live. After release, you will help monitor how well the platform and support function are performing and identify opportunities to improve both the product and the support experience.
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We are looking for someone who is comfortable investigating issues, spotting patterns, following actions through, and working across Support, Product, Development, and business teams.
Key Responsibilities
- Support software projects and platforms from launch preparation through to ongoing operation.
- Coordinate with the Technical Support team and follow up on open issues, escalations, and outstanding actions.
- Monitor whether users are receiving appropriate support and whether agreed SLAs are being met.
- Review SLA and support performance reports and follow up where service levels or response times are falling behind.
- Ensure software bugs and platform issues are reported clearly, with the right information, and escalated to the relevant Product or Development teams.
- Review recurring support issues and bug trends to identify wider product, usability, or process problems.
- Help improve support processes, escalation routes, reporting, and operational structure.
- Support post-launch reviews and suggest practical improvements to the product and support experience.
Skills & Experience
Essential
- Good understanding of software or SaaS platform support.
- Experience working with support tickets, software issues, bug reporting, escalations, or service processes.
- Understanding of SLAs and support performance monitoring.
- Strong analytical and problem-solving skills.
- Ability to identify patterns and distinguish individual support cases from wider product issues.
- Strong communication and organisational skills.
- Comfortable coordinating with support teams and following actions through to completion.
- Comfortable working with both technical and non-technical teams.
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Desirable
- Previous experience in software support, product support, application support, project delivery, or SaaS operations.
- Experience reviewing SLA or service performance reports.
- Familiarity with support platforms such as Zendesk, Freshdesk, Intercom, or similar.
- Experience with Jira, Azure DevOps, or similar software delivery tools.
- Exposure to software launches, implementations, or platform rollouts.
Benefits
- Annual leave (7.2 weeks)
- Workplace pension scheme.
- Company Sick Pay.
- Statutory maternity and paternity pay.
- Employee Assistance Programme (HA Wisdom Wellbeing)
- Virtual GP access (Livi)
- 'Speak Up Service' - confidential support service to report any workplace concerns
- Specialist physical and mental wellbeing support services with 24/7 confidential counselling support (Wisdom)
- Specialist menopause support, including online CBT (Wisdom)
- Financial, legal and medical advice services provided (Wisdom)
- Life & Leadership coaching (Wisdom)
- Financial coaching (MUNNY)
- Discounts and perks, offering savings on shopping, activities and more (Bright Exchange)
- Career development and training opportunities.
- Training and self-development opportunities.
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