JOB RESPONSIBILITIES:Participate as a team member in the coordination and scheduling for all customer activities that require onsite resources or remote support for the delivery of services provided by the clientResponsible for enterprise level customer ticketing and ownership.Be flexible to adapt to the changing requirements of our different customers and provide Call Handling, Service Coordination, Logistics Support, and either remote or onsite resource coordination.Must have the ability to follow defined procedures and escalation paths for service delivery with regards to an event driven environment.Responsible for detailed communications within the ticketing systems of Who, What, Where, When, and Why.Provide level 1 call handling to our customers and partners for our customers.Provide excellent Customer interface and Customer Satisfaction skills on behalf of Global Convergence Inc.Schedule and manage service activities and tasks through resolutionEnsure correct documentation and work instructions are provided to our delivery partners.Responsible for review of all deliverables and notes returned by technicians for dispatched tickets. Expected actions that will be required during review include but are not limited to: ticket approval / rejection; follow-up with technicians for missing and/or incorrect work deliverables; scheduling redispatches or rescheduling work; validation of work hours; vendor payment approval / rejection and associated billing tasks.Responsible for enterprise level customer ticket management and operational support.Responsible for reporting on activities taking place during shift, with delivery to NA based peersJOB QUALIFICATIONS:Education/Experience· 2-5 years’ experience in a Call Handling and Dispatch function as gained through prior Industry work experience· Knowledge of communication software (Basic Data Communication, Basic PC knowledge).· Excellent paperwork handling skills.· Strong communicator, self-motivated, strong work ethic, Result driven.· Highly effective communicator (written & verbal).· Experience with Enterprise ticketing systems and industry best practices.Skills· Basic telephone skills and the ability to communicate effectively.· Interpersonal skills: Demonstrated ability to effectively manage customer problem resolution.· Strong customer satisfaction skills· Quick learner to adapt to the customers network environments.· Understand basic Network topologies and the understanding of Voice and Data.· Able to communicate effectively with different audiences through several different channels· Able to work across multiple cross-functional groups to accomplish shared goals· Interpersonal skills: Demonstrated ability to effectively manage customer relations and deliver problem resolution·Working Conditions:· Must be able to manage multiple priorities.· May sit for long periods of time.· May be required to work flexible schedule (Days, Nights and or Weekends).· On call rotation is a requirement Physical Requirements:o Must be able to read and understand various color codes on components, wiring and equipment.o Must be able to operate hand tools.#IT
