Call Coordinator

Cms IT Services Pvt Ltd; Maharashtra; Presencial; INR 250.000 - 300.000; Tempo integral

Benefícios oferecidos por esta vaga

Health insurance

Life insurance

Provident Fund

Resumo da vaga

CMS IT Services Pvt. Ltd. in Ghansoli is seeking a Call Coordinator to manage service requests, coordinate with technical teams, and ensure timely resolution of customer issues within defined SLAs.

You will log and track calls in the ticketing system, update customers, prepare MIS reports, and work closely with field engineers to resolve onsite issues; a graduate with basic IT infra knowledge and strong coordination is preferred.

Qualificações

• Graduate in any discipline.
• Basic understanding of IT infrastructure including desktop, laptop, printer, and network support.
• Good coordination skills.
• Basic knowledge of MS Excel, Outlook, and ticketing tools.

Responsabilidades

• Receive, log, and track customer calls, service requests, and complaints in the ticketing system.
• Coordinate with Desktop Support, Network Support, and other technical teams for issue resolution.
• Follow up on open tickets and ensure timely closure within agreed SLAs.
• Escalate pending and critical issues to the concerned teams or reporting manager.
• Maintain accurate records of calls, tickets, updates, and resolutions.
• Communicate ticket status and resolution updates to customers and stakeholders.
• Monitor pending tickets and prepare daily or weekly MIS reports.
• Coordinate with field engineers and support teams for onsite issue resolution, wherever required.
• Ensure proper documentation and adherence to company processes.

Conhecimentos

Basic coordination skills

IT infrastructure basics

MS Excel

Outlook

Ticketing tools

Formação

Graduate in any discipline

Ferramentas

Ticketing tools

Descrição da vaga

Job Description – Call Coordinator

Job Summary

We are looking for a Call Coordinator to manage service requests, coordinate with technical support teams, and ensure timely resolution of customer issues in accordance with defined SLAs.

Key Responsibilities

• Receive, log, and track customer calls, service requests, and complaints in the ticketing system.
• Coordinate with Desktop Support, Network Support, and other technical teams for issue resolution.
• Follow up on open tickets and ensure timely closure within agreed SLAs.
• Escalate pending and critical issues to the concerned teams or reporting manager.
• Maintain accurate records of calls, tickets, updates, and resolutions.
• Communicate ticket status and resolution updates to customers and stakeholders.
• Monitor pending tickets and prepare daily or weekly MIS reports.
• Coordinate with field engineers and support teams for onsite issue resolution, wherever required.
• Ensure proper documentation and adherence to company processes.

Required Skills and Qualifications

• Graduate in any discipline.
• Basic understanding of IT infrastructure, including Desktop, Laptop, Printer, and Network support.
• Good coordination skills.
• Basic knowledge of MS Excel, Outlook, and ticketing tools.

Company: CMS IT Services Pvt. Ltd.

Work Location: Ghansoli

Employment Type: Full-time

Pay: ₹250,000.00 - ₹300,000.00 per year

Benefits:

• Health insurance
• Life insurance
• Provident Fund

Work Location: In person