Coordinator Service Management
2 days ago
An experienced Service Management Coordinator provides excellent customer service. The successful candidate will be responsible for coordinating the service team and ensuring that all customer inquiries and requests are handled promptly, efficiently, and professionally.
Job Description- Manage customer service requests and provide technical support to customers in a timely manner.
- Monitor customer satisfaction levels, identify areas of improvement and take corrective action as needed.
- Develop and maintain strong relationships with customers to ensure their needs are met.
- Ensure all customer service standards are met and exceeded.
- Collaborate with other departments to develop strategies to improve customer service processes.
- Monitor performance metrics of the customer service team, identify areas of improvement and take corrective action as needed.
- Provide training and mentoring to team members to improve their skills and knowledge.
- Serve as the first point of contact for customer inquiries and requests.
- Handle customer inquiries and requests in a professional manner.
- Create, update, and maintain customer accounts.
- Monitor customer accounts to ensure accuracy of information.
- Provide technical support to customers via phone, email, or chat.
- Troubleshoot customer issues related to product functionality or usage.
- Assist with training customers on how to use the product.
- Collaborate with other departments (sales, marketing, engineering) on customer issues.
- Expert level of ITIL knowledge and recommended to have knowledge of SMAX capabilities and best practices.
- Knowledge in ITSM products like SMAX and experience in designing and leading the implementation of ITSM Solutions.
- Generic planning and architecting skills for Service Management solutions and experience writing architecture and solution design documents.
- Knowledge of UCMDB and Universal Discovery capabilities and best practices.
- Ensures that the customer's current and future Service requirements are identified, understood, and documented in SLAs and SLRs.
- Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs.
- Bachelors' Degree in Computer Science or related field.
- Ability to work in a pressurized environment with tight deadlines.
- Ability to plan, organize, problem-solve, and manage initiatives independently.
- Extensive technical expertise in Information Technology domains.
- Knowledge of IT-related technology solutions & best practices.
- Excellent knowledge sharing and encouragement of development of others to achieve specific team goals.
- Strong analytical, critical thinking, and problem-solving skills.
- English language skills (reading, speaking, writing, and listening).
Competitive salary and benefits are offered in the employment package.
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