Role overview:
As a Technical Coordinator, you will be responsible for reviewing and prioritizing incoming support tickets, managing ticket queues, and ensuring efficient service delivery to our client's businesses. You will act as a liaison between the Technical Team, Suppliers, and Clients, ensuring that support requests are logged, attended to, and resolved in a timely manner.
Your role will involve coordinating and assigning tickets, monitoring completion, and ensuring adherence to Service Level Agreements (SLAs) and Solid Systems quality standards. By leveraging your technical and people skills, you will contribute to creating a positive customer experience and enable our IT Professionals and client businesses to perform at their best.
Responsibilities: Review and prioritize incoming support tickets from various channels (phone, email, web portal, remote support tools) based on impact, urgency, and customer needs. Manage ticket queues and ensure a balanced workload distribution among IT professionals. Assign tickets to the appropriate queues based on skill sets, issue urgency, resource availability, and workload. Triage and accurately document user support issues according to established procedures, focusing on impact and urgency. Engage directly with customers to resolve support tickets, aiming for first-call resolution or to gather additional information as needed. Monitor real-time ticket volumes, identify trends, and create reports to improve resolution time, reduce handoffs, and enhance customer satisfaction. Proactively alert management of escalations or potential service disruptions and assist as required. Escalate tickets ensuring ticket information is updated with relevant notes and fields. Merge tickets and parse out multiple topics when included in a single ticket submission. Serve as the first point of contact for user phone calls to the Service Desk. Act as a liaison between clients and the Technical Team effectively communicating technical information in layman's terms. Resolve incidents with known solutions according to the knowledgebase, support standards, and established procedures. Deliver exceptional customer support, adhering to Solid Systems values and standards. Perform ticket analysis in line with the problem management process. Collaborate with IT professionals to ensure ticket completion within agreed-upon SLAs. Liaise with suppliers and vendors to resolve client issues and procure necessary resources. Maintain accurate documentation of support activities, resolutions, and client interactions. Requirements Role Requirements: Matric. Business/Operations Qualification will be advantageous. 3 years' experience in a similar environment and industry. Ability to work effectively in a team and thrive in a fast-paced environment. Strong logical reasoning and self-starter. Strong attention to detail and commitment to follow through on tasks and requests. Display a sense of ownership and responsibility for delivering high-quality service. Excellent communication skills, both verbal and written, with the ability to actively listen to client needs. Technical background or familiarity with technology concepts is considered an asset. Willingness to travel locally and nationally to support business and client needs. An understanding of the importance of client confidentiality is essential. As an IT service provider, you will have access to privileged information and must ensure that all data and devices are securely protected both physically and through other appropriate measures.
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