Technical Support Operations Coordinator
2 weeks ago
We are seeking a skilled Technical Support Operations Coordinator to join our Operations Division. The primary role of this position is to act as the first point of contact for our clients, efficiently managing and delegating support tickets to the appropriate technical staff.
Key Responsibilities:
- Ticket Management: Receive calls and inquiries from clients, accurately document the issue, and create a support ticket in the system. Delegate the ticket to the available and most appropriate technician based on the nature of the issue.
- Follow-up and Coordination: Monitor the progress of tickets and ensure they are handled within the timeline. Keep a tight rein on technicians to prevent any service level agreement breaches.
- Customer Communication: Initiate contact with customers to update them on their issue's status, escalate matters when necessary, and ensure incidents are resolved to the customer's satisfaction.
- Relationship Management: Maintain a positive working relationship with technical staff and customers, ensuring continuous communication and satisfaction.
- Maintenance Schedules: Oversee and maintain customer maintenance schedules.
- Quality Control: Regularly follow up and review completed tickets to ensure quality service delivery.
- Reporting: Maintain accurate records and reports on ticket handling, resolution statistics, and customer feedback.
Key Performance Indicators (KPIs):
- Coordinating and prioritizing service tickets efficiently.
- Ensuring no tickets are breached and are closed within service level agreements.
- Continuous provision of status information to customers for satisfaction.
- Maintaining high levels of service level agreement achievements across all priority levels.
- Effective management of customer maintenance schedules.
- Maintaining excellent customer service and relationships.
Skills and Qualifications:
- Minimum 6 years of experience in the IT industry, with substantial experience on a Support Desk.
- Proficient in computer skills and familiar with ticketing systems.
- Excellent communication skills, both verbal and written.
- Proven customer service training and skills.
- Strong reporting and organizational skills, capable of managing technical team schedules according to ticket priorities.
Compensation:
- R15,000 to R18,000 per month, depending on experience.
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