Support Desk Coordinator

Support Desk Coordinator

Experience:

Salary :

Preferred Notice Period

Shift

Opportunity Type:

Placement Type:

(*Note: This is a requirement for one of Uplers' Clients)

Must have skills required :

Oracle, PowerBI, Snowflake, MySQL, Python

Arkatecture (One of Uplers' Clients) is Looking for:

Support Desk Coordinator who is passionate about their work, eager to learn and grow, and who is committed to delivering exceptional results. If you are a team player, with a positive attitude and a desire to make a difference, then we want to hear from you.

Role Overview Description

We seeking a Support Desk Coordinator to join our Support Services team. In

this role, you will provide frontline support for our BI & Analytics platform, Arkalytics,

serving as a first point of contact for customer requests and routine issues. Youll be

responsible for accurately triaging tickets, maintaining clear communication with

customers, and delivering timely resolutions. Along the way, you’ll build foundational skills with our platform, tools, processes, and client interactions, creating a clear pathway to grow your data and technical expertise. The ideal candidate is a proactive problem solver with a technical foundation, strong communication skills, and the ability to collaborate across both technical and client-facing teams.

Responsibilities

• Take full ownership of assigned service desk tickets ensuring timely resolution and 100% adherence to SLAs while maintaining a high standard of client satisfaction (4.5/5 stars).
• Review and triage support tickets for accurate categorization and assignment
• Perform quality checks on ticket documentation and ensure consistent data entry.
• Assist in managing operational tools such as PagerDuty, Smartsheet, Jira, and

NetSuite.

• Contribute to maintaining customer-facing support resources (FAQs, known issues, templates).
• Contribute to cross-functional meetings, retrospectives, and process reviews, offering insights into recurring trends and opportunities for platform and service optimization.
• Identify risks, recurring issues, and opportunities for process optimization; collaborate with the Head of Support Services to implement improvements and drive service quality.
• Maintain an active communication with the internal team and client.
• Be available for meetings during ArkaUS’s working hours in the AM Eastern Standard Time
• Escalate risks and issues on time.
• Report work status to team leaders and participate actively in daily standups.
• Additional responsibilities as assigned.

Requirements

• Bachelor''s Degree in a relevant field (e.g., Computer Science, Information

Systems, Data Analytics) or 2+ years of progressive experience in a technical data or analytics role

• 2+ years experience in Python and SQL
• 2+ years experience with any one Database such as Snowflake, Databricks,

SQLServer, Oracle etc.

• 2+ years experience with BI and data visualization tools such as Tableau or

Power BI

• 1+ years experience working within cloud environments, especially AWS,

and understanding cloud-native data tools and services

• 2+ years experience understanding Agile methodologies, and experience

working in customer facing and cross-functional teams

• 1+ year with tools such as Jira, Confluence, and Bitbucket
• 2+ years experience collaborating with internal stakeholders and external

clients, with excellent written and verbal communication skills

Preferred Experience

• Experience working on a service desk or service delivery position
• Experience working with financial institutions such as Credit unions and

Banks

How to apply for this opportunity:

Easy 3-Step Process:

2. Upload updated Resume & Complete the Screening Form

3. Increase your chances to get shortlisted & meet the client for the Interview!

About Our Client:

Here, we love data — we play with it and learn from it every day, and we want you to love your data, too! We are a data consultation and services company specializing in data quality, visualization, and management, as well as customized enterprise-level solutions. We work with companies big and small to help solve their data challenges and reveal how they can leverage their data in brand new ways. Need to collect, clean, or visualize your data? We can help.

About Uplers:

Uplers is the #1 hiring platform for SaaS companies, designed to help you hire top product and engineering talent quickly and efficiently. Our end-to-end AI-powered platform combines artificial intelligence with human expertise to connect you with the best engineering talent from India.

With over 1M deeply vetted professionals, Uplers streamlines the hiring process, reducing lengthy screening times and ensuring you find the perfect fit. Companies like GitLab, Twilio, TripAdvisor, and AirBnB trust Uplers to scale their tech and digital teams effectively and cost-efficiently.

Role & responsibilities

Preferred candidate profile