• 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
Applications may be send to email@example.com
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