Job openings for call coordinator in andheri mumbai

Please find below JD for Call Co-ordinator.

Location: Andheri west

Provide L1 telephonic support
Understand the problem and perform troubleshooting for the issues
Coordinate with L2 teams for speedy resolution.
Resolve calls within the TAT
Maintain all call records in client ticketing tool
Collect and Maintain all customer acknowledged service reports

An IT Call Coordinator plays a crucial role in managing and overseeing the flow of IT support requests within an organization. Their responsibilities typically include:

Handling Support Requests: They receive, prioritize, and route incoming IT support calls or tickets to the appropriate technical support staff or team.

Monitoring and Tracking: They keep track of the status of ongoing support issues, ensuring that they are being addressed in a timely manner and follow up on unresolved issues.

Communication: They act as a liaison between the IT department and end-users, providing updates, gathering necessary information, and ensuring that communication channels remain open.

Documentation: They maintain records of support requests, resolutions, and other relevant information for tracking performance and improving processes.

Escalation: They identify and escalate complex or high-priority issues to senior technical staff or management as needed.

Process Improvement: They may be involved in analyzing support metrics to identify areas for improvement in the support process.

Customer Service: They ensure that users receive prompt and courteous assistance, addressing any concerns or complaints that arise during the support process.