Job Description

PURPOSE OF THE ROLE: We are looking for an outstanding full-time Technical Support
Coordinator to own the responsibilities for directing and managing
schedules for service desk and field services professionals for clients
throughout the region.

How do you spend one day in this position?
Technical Support Coordinator works with support engineers,
installation engineers, proactive support engineers, and pre-sales
engineers to drive customer daily support, change, installation or inquiry
requests from customers and internal stakeholders to completion.

PRINCIPLE RESPONSIBILITIES AND
ROLES: 

 Answering incoming service calls from customers on the
phone and setting up a service case for their request,
 Reviewing incoming email and portal service cases from
customers and updating the cases with correct information,
 Ensuring and maintaining service case quality by:
 Establishing clear and concise service case subjects,
 Establishing clear and concise service case descriptions,
 Properly assigning case categories,
 Properly assigning case priorities,
 Assigning cases to internal resources based on established
criteria such as availability, priority, need, skill, and
sensitivity,
 Monitoring and re-calibrating resource allocation and
schedules based on daily service loads, metrics, resources,
etc
 Monitoring various key service boards and provide follow-up
communication with resources and clients to ensure

workflow progress and customer satisfaction,
 Working with the Pre-Sales Engineering to coordinate and
schedule projects, and communicate expectations with
customers,
 Complete entitlement verification where necessary to ensure
the customer is eligible for support,
 Schedule internal and field technical resources on support
services portal,
 Monitor resource schedules to ensure prompt time entry on
service requests,
 Work with logistics to drive the HW replacement process.

QUALIFICATIONS:

 Bachelor’s degree in information systems from reputable

university,
 Minimum 2 years of experience in IT service delivery and
coordination roles,
 Have a similar experience as a technical call center agent,
 Fluent in written and spoken English,
 Strong understanding of scheduling resources,
 Interpersonal skills such as phone skills, communication
skills, active listening, and customer-care,
 Attention to detail is a must,
 Technical awareness, including the ability to match
resources to technical issues appropriately,
 Self-motivated with the ability to work in a fast-moving
environment,
 Obsessed in continuous learning and self-development,
 Understand and be able to perform basic troubleshooting,
 Proficient in MS PowerPoint, MS Excel,
 Good oral and written communication skills,
 Effective problem identification and solution skills,
 No restriction for traveling.

EXPERIENCE: Minimum 2 years of experience in IT service delivery and coordination roles

SKILLS AND COMPETENCIES / LEVELS: 

Proficient in MS PowerPoint, MS Excel
Good oral and written communication skills
Effective problem identification and solution skills
Fluent in written and spoken English
No restriction for travelling