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Technical Support (Night Shift)

Optimum Source, Inc.
March 07, 2017

• Receive and process client request for service via phone and emailed tickets route to the appropriate support teams

• Track and expedite service tickets based on priority

• Real-time monitoring of ticketing system queue for incoming client requests

Monitor the ticketing software

• Ensure all tickets are addressed within SLA

• Ensure outstanding issues are followed up on until completion within regular intervals as dictated by the severity of the issue

• Follow up with resources to verify tickets are not being abandoned

• Maintain accuracy of individual technical resources’ calendars

• Coordinate on site resource dispatch as needed

• Produce useful reports for ticket and call handling analysis

• Produce call reports for a review of trends in call volume, duration and allocation to resources

• Improve customer service, perception, and satisfaction

• Fast turnaround of customer requests

• Ability to work in a team and communicate effectively

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