Optimum Source, Inc. is in search for Technical Support Representative (Level 1) Night Shift schedule, Monday to Friday FIXED WEEKENDS OFF!
Please see Job Description below:
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
Interested applicants may send comprehensive CV's to marie@optimum-source.com
Please see Job Description below:
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
Interested applicants may send comprehensive CV's to marie@optimum-source.com