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Tech Support Coordinator

Company: Genuent Global, LLC
Location: Austin
Posted on: August 1, 2020

Job Description:

Genuent is hiring a Technical Support Coordinator for our direct client in Austin, TX area. This is a long term contract position. Qualified candidates should send their resume (Word Format) along with salary requirements to Erica Shackleton at mailto . Job Description This role is intended to smooth and streamline the process between tech support and the end-users by managing daily tickets and following up on the completion of outstanding tickets. Perform proactive and reactive investigations on ticketsissues and provide a thorough followup. Escalate problems to the correct teams where appropriate and resolving simple requests without needing to escalate. Managed the client relationship in providing outstanding customer servicesupport. Approximately 150 tickets are created a day. Tickets solved upon first contact do not go through the flow below. The Coordinator completes the following preparations Sends an email to each Assignee of notifying himher of his plan to contact each ticket On Behalf of User to confirm priority assignment, confirm SLA turnaround time and schedule a meeting with the Assignee and On Behalf of User for ticket resolution as needed. (The coordinator will email each Assignee with a list of all their assigned tickets, and confirm priority assignment, confirm SLA turnaround time and schedule a meeting with the Assignee and On Behalf of User for ticket resolution as needed) Reviews Assignee VIP status (title), Association background Reviews schedule of Assignee and On Behalf Of User in Outlook if meeting is required. The Coordinator contacts the On Behalf Of User and does the following, updating the ticket for each line item below Confirms the priority status of the ticket, communicating the SLA and asking if adjustments need to be made. The Coordinator reaches out daily until connecting with the On Behalf of User. If the ticket is set to Awaiting User, the Coordinator checks in daily to see if the On Behalf Of User can provide the requested information, or confirm the ticket is resolved (if applicable). If the ticket is set to Awaiting Vendor or if the ticket is dependent on the resolution of a Problem, the Coordinator provides the user a brief update that the ticket is being worked every 2 days. If the ticket is Active and a meeting between the Assignee and On Behalf Of User is not required, the Coordinator lets the On Behalf Of User know the ticket is being worked and reviewed. Communication is daily if the ticket has been updated by Assignee every two days if it has not been updated by Assignee. If the ticket is Active and a meeting between the Assignee and On Behalf Of User is required, the Coordinator schedules a meeting based on calendar availability. (Include incident number in the meeting invite), following up daily until the meeting has been scheduled. If the ticket is complex, stale or has been assigned across the teams, the Coordinator works with the Assignee and manager if appropriate to ensure the ticket gets into the correct queue and is prioritized accordingly. Escalation may be required if more traction is needed. Produce dailyweekly reports and dashboards and present at Monday meeting. Qualifications Bachelor's Degree Knowledge of ticketing systems (ServiceNow, JIRA) Strong written and verbal communication skills Strong customer supportservice skills In-depth troubleshooting skills

Keywords: Genuent Global, LLC, Austin , Tech Support Coordinator, Other , Austin, Texas

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