Service Coordinator

Ascent Networks Pvt. Ltd.; Maharashtra; Vor Ort; INR 350.000 - 550.000; Vollzeit

Zusammenfassung

Ascent Networks Pvt. Ltd. is seeking a Service Coordinator to bridge customers and the technical team, coordinating remote troubleshooting and on-site service visits.

You will manage schedules, records, and communications to ensure timely, quality service. Proficiency in Windows/MS Office and familiarity with CRM tools will help track tickets and reports effectively. The role emphasizes strong communication, organizational skills, and the ability to handle multiple tasks in a fast-paced

Qualifikationen

• Minimum 1 year of experience in a service coordinator or customer support role within CCTV, Fire Alarm, or Telecom.
• Basic understanding of CCTV, fire alarm, and telecom technologies with remote troubleshooting ability.
• Proficiency in Windows and MS Office to create/manage service schedules and reports.
• Strong written and verbal communication to interact with customers, vendors and internal teams.
• Ability to diagnose simple issues remotely and escalate complex ones appropriately.

Aufgaben

• Act as liaison between customers and the technical team to ensure timely service execution.
• Provide first-line remote troubleshooting for CCTV, fire alarm, and telecom issues.
• Coordinate and schedule on-site service visits with technicians and dispatch as needed.
• Maintain accurate service records, logs, and reports in the company database.
• Handle customer inquiries via phone, email, or chat with clear, concise responses.
• Collaborate with technical support and field teams to ensure smooth service orders.
• Track and report on parts and equipment used during visits; monitor stock levels.
• Ensure services meet company standards and customer satisfaction goals.

Kenntnisse

Service coordination

Remote troubleshooting

Customer support

Communication skills

Organizational skills

Problem solving

Multitasking

Windows OS

Tools

CRM

SupportPlus

Spine

Jobbeschreibung

Key Responsibilities

• Service Coordination: Act as a liaison between customers and the technical team, ensuring timely and efficient execution of service requests.
• Remote Support: Provide first-line remote troubleshooting for CCTV, fire alarm, and telecom system issues, assisting clients in resolving common problems or escalating more complex issues to technicians.
• Scheduling & Dispatching: Coordinate and schedule on-site service visits, ensuring technicians are available and dispatched as needed.
• Documentation: Maintain accurate service records, logs, and reports in the company's database, ensuring all service actions are properly documented and tracked.
• Customer Communication: Handle incoming customer inquiries via phone, email, or chat, providing clear, concise, and helpful responses to service-related questions.
• Collaboration: Work closely with the technical support and field service teams to ensure smooth execution of service orders and follow-up on open service tickets.
• Inventory Management: Track and report on parts and equipment used during service visits, ensuring stock levels are maintained for timely repairs and installations.
• Quality Assurance: Ensure that all services meet company standards and customer satisfaction goals, following up on completed service orders to ensure customer satisfaction.

Requirements

• Experience: Minimum 1 year of experience in a service coordinator or customer support role within the CCTV, Fire Alarm, or Telecom industry.
• Technical Skills: Basic understanding of CCTV systems, fire alarm systems, and telecom technologies. Ability to provide remote troubleshooting support.
• Windows & MS Office: Proficiency in Windows operating systems and MS Office Suite (Word, Excel, Outlook) to create and manage service schedules, reports, and communications.
• Communication Skills: Strong written and verbal communication skills to interact with customers, vendors, and internal teams.
• Problem Solving: Ability to diagnose and resolve basic technical issues remotely, and elevate more complex issues as needed.
• Organizational Skills: Ability to manage multiple tasks and prioritize work in a fast-paced environment.
• Customer Service: Strong customer service orientation with a focus on building positive customer relationships and ensuring customer satisfaction.

Preferred Skills:

• Knowledge of the latest CCTV, fire alarm, and telecom technologies.
• Experience using CRM or service management software (e.g. Support plus, Spine, etc.).
• Basic knowledge of networking and IP-based systems.