Ticket Coordinator

AVASO Technology Solutions Inc•Norcross, GA

7d•$50,000 - $55,000

About The Position

The IT Field Ticket Coordinator's responsibilities are to receive, validate, schedule with customer, plan, and assign tickets to designated field technicians for parts pick-ups and hardware IT repair services. The IT field ticket coordinator will communicate directly with the designated field technicians responsible for services as well as with the end-customers requesting service. The IT Field Ticket Coordinator will be required to adhere to contractual Service Level Agreements (“SLAs”).

Requirements

Must have a high school diploma with college or technical degree preferred.
Ability to work in a fast-paced environment and multi-task under limited supervision required.
Familiarity with modern technology and IT troubleshooting and best support practices through previous job experience or education required.
Demonstration of punctuality and excellent communication and interpersonal skills required.
US citizenship required.

Nice To Haves

Prior customer service experience preferred.
Previous experience with ServiceNow or other IT Service Management systems preferred.
Previous logistics experience is not required but preferred.
Familiarity with the Washington, D.C. metro region is a plus but not required.

Responsibilities

Receive, validate, update, and end-user requests for hardware repair services via ticketing system and in compliance with contractual SLAs.
Schedule repair services with end-users via phone and/or e-mail.
Plan and assign designated field technicians to end-user service tickets as efficiently as possible.
Provide customer service support via phone and/or e-mail.
Communicate with other coordinators and teammates effectively.
Delivery outstanding end-user experience through ticket assignments and strong customer service.
Document and manage end-user requests consistently in the IT ticketing system.
Provide reporting from IT ticketing system as required.
Protect the integrity and confidentiality of all end-user and ticket data.
Attend team meetings as required.