Technical Support Coordinator – Online Education Platform

Are you a tech-savvy communicator with a passion for education?

Technical Support Coordinator – Online Education Platform

Location: Jaffna, Sri Lanka (Hybrid)

Type: Full-Time

Mode: Hybrid (Remote + On-site coordination as needed)

Are you a tech-savvy communicator with a passion for education?

We are on the lookout for a Technical Support Coordinator to be the critical bridge between our platform users, students, and the development team. This role is ideal for someone who thrives at the intersection of education, technology, and operations.

You’ll be the go-to person ensuring students and users get seamless technical support and platform access. At the same time, you’ll coordinate closely with our internal teams to improve platform performance and user satisfaction.

You’ll report to: Head of Operations / CEOKey Responsibilities1. Technical Support for Students & Users

• Provide frontline tech support to students and users of the platform.
• Troubleshoot access issues and guide users through platform functionalities.
• Maintain efficient ticketing/response systems via email and chat.

2. Bug Tracking & Developer Coordination

• Identify and document bugs; communicate them clearly to the development team.
• Track issue resolution progress and update relevant stakeholders.
• Ensure all reports are well-organized and reproducible with screenshots/logs.

3. Training & Technical Enablement

• Gain in-depth knowledge of the platform to support users effectively.
• Train internal staff and institutional partners on platform usage.
• Join business development pitches to demo platform features to prospective partners.

4. Meetings & Documentation

• Participate in development and enhancement meetings.
• Take professional meeting minutes and distribute reports.
• Keep all documentation, user manuals, and update logs current.

5. System Testing & Feedback

• Test new features before release and provide actionable feedback.
• Collaborate with QA and development teams on functionality validation.

6. Knowledge Base & Communication

• Build and maintain a user guide library, FAQs, and video tutorials.
• Communicate technical updates in clear language for non-technical audiences.

What We’re Looking For

• An energetic candidate based in Jaffna, Sri Lanka.
• Intermediate programming knowledge (JavaScript, HTML/CSS, or any modern programming language) to understand, replicate, or communicate technical issues effectively.
• A degree or diploma in IT, Computer Science, or a related field.
• Experience in tech support, platform coordination, or onboarding roles.
• Strong communication skills in Tamil and English (written and spoken).
• Ability to simplify technical information for diverse users.
• Organized with solid time management and documentation skills.

Bonus If You Have

• Experience with educational tech or LMS platforms.
• Familiarity with project management tools.
• Previous experience in delivering user training or demos.

Why Join Us?

Be a part of revolutionizing online education in Sri Lanka and beyond. Your work will impact thousands of learners and educators by ensuring our platform is stable, accessible, and continuously evolving. Join a mission-driven team that values innovation, clarity, and collaboration.

📩 To Apply:

Send your CV and a short cover letter to hello@tetravi.com

Subject Line: Technical Support Coordinator – Tetra VI