Project Coordinator New Era/JPMC Cebu CIty
Kinettix Inc.
Cebu City, Central Visayas, Philippines
6d ago

IT PROJECT COORDINATOR

  • Participate as a team member in the coordination and scheduling for all customer activities that require onsite resources or remote support for the delivery of services provided by the client
  • Responsible for enterprise level customer ticketing and ownership.
  • Be flexible to adapt to the changing requirements of our different customers and provide Call Handling, Service Coordination, Logistics Support, and either remote or onsite resource coordination.
  • Must have the ability to follow defined procedures and escalation paths for service delivery with regards to an event driven environment.
  • Responsible for detailed communications within the ticketing systems of Who, What, Where, When, and Why.
  • Provide level 1 call handling to our customers and partners for our customers.
  • Provide excellent Customer interface and Customer Satisfaction skills on behalf of Global Convergence Inc.
  • Schedule and manage service activities and tasks through resolution
  • Ensure correct documentation and work instructions are provided to our delivery partners.
  • Responsible for review of all deliverables and notes returned by technicians for dispatched tickets. Expected actions that will be required during review include but are not limited to : ticket approval / rejection;
  • follow-up with technicians for missing and / or incorrect work deliverables; scheduling redispatches or rescheduling work;
  • validation of work hours; vendor payment approval / rejection and associated billing tasks.

  • Responsible for enterprise level customer ticket management and operational support.
  • Responsible for reporting on activities taking place during shift, with delivery to NA based peers
  • QUALIFICATIONS :

    Education / Experience

  • 2-5 years experience in a Call Handling and Dispatch function as gained through prior Industry work experience
  • Knowledge of communication software (Basic Data Communication, Basic PC knowledge).
  • Excellent paperwork handling skills.
  • Strong communicator, self-motivated, strong work ethic, Result driven.
  • Highly effective communicator (written & verbal).
  • Experience with Enterprise ticketing systems and industry best practices.

    Skills :

  • Basic telephone skills and the ability to communicate effectively.
  • Interpersonal skills : Demonstrated ability to effectively manage customer problem resolution.
  • Strong customer satisfaction skills
  • Quick learner to adapt to the customers network environments.
  • Understand basic Network topologies and the understanding of Voice and Data.
  • Able to communicate effectively with different audiences through several different channels
  • Able to work across multiple cross-functional groups to accomplish shared goals
  • Interpersonal skills : Demonstrated ability to effectively manage customer relations and deliver problem resolution
  • Working Conditions :

  • Must be able to manage multiple priorities.
  • May sit for long periods of time.
  • May be required to work flexible schedule (Days, Nights and or Weekends).
  • On call rotation is a requirement Physical Requirements :
  • Must be able to read and understand various color codes on components, wiring and equipment.

    Must be able to operate hand tools.

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