Helpdesk Coordinator

2 days ago

Cebu City, Central Visayas, Philippines BENCHMARK365 INC. Full time ₱900,000 - ₱1,200,000 per year
Helpdesk Coordinator

Cebu City | Onsite | Full-time

The Helpdesk Coordinator is responsible for ensuring the smooth flow of technical support operations by coordinating, scheduling, and triaging support tickets. You will serve as the communication bridge between partners, customers, technicians, and vendors, ensuring all parties are informed and issues are resolved quickly and efficiently.

This role is key in maintaining high service levels and a great customer experience.

What You'll Do
  • Coordinate and schedule support tickets based on partner capacity, workload, and technician availability.
  • Review, prioritize, and assign tickets promptly while monitoring progress and resolution times.
  • Conduct effective triage to understand end-user needs, classify requests (incidents vs. change requests), and minimize duplicate tickets.
  • Routinely communicate with all stakeholders (partners, customers, technicians, vendors, and management) to provide accurate updates.
  • Build rapport with partners and customers through clear, professional, and proactive communication across email, chat, and calls.
  • Promptly process inbound requests from multiple channels, including email, chat, and overflow calls.
  • Maintain professional and detailed notes on tickets, ensuring clear documentation of actions and communication.
  • Support internal coordination by endorsing active tickets across shifts for continuous service delivery.

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