Service Coordinator
1 week ago
Essential Functions:
- Service Request Management
- Log, track, and prioritize service tickets.
- Ensure timely assignment and resolution of service issues.
- Monitor ticket queues and escalate as necessary.
- Client Communication
- Serve as the first point of contact for clients regarding service-related inquiries.
- Provide regular updates on ticket progress and resolution status.
- Scheduling & Coordination
- Schedule field engineers or technical resources for onsite/offsite support.
- Coordinate with different teams (e.g., NOC, technical support, vendors) for timely service delivery.
- Documentation & Reporting
- Maintain accurate records of service requests, incidents, and resolutions.
- Generate reports on service performance, incident trends, and SLA compliance.
- Process Adherence
- Ensure all procedures align with ITIL or company-defined service management standards.
- Recommend process improvements for more efficient service delivery.
- Client Satisfaction & Feedback
- Collect feedback post-service and address any concerns to maintain high customer satisfaction.
Requirements:
- Must have a prior minimum 1 year of experience CSR Voice Account
- Must have experience working with international clients or customers - US, US, Canada or Australia
- Must be flexible to work any shift in a 24/7 operation including night shifts
- Candidate should be amendable to work from office
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