Ticket Coordinator

AVASO Technology Solutions Inc; Norcross (GA); On-site; USD 50,000 - 55,000; Full time

Job summary

AVASO Technology Solutions Inc in Norcross, GA is seeking a detail-oriented Ticket Coordinator to manage hardware repair tickets from receipt through scheduling and assignment to field technicians. You will communicate with customers and technicians, ensure compliance with SLAs, and document all requests in the IT ticketing system, while protecting data integrity and confidentiality.

A high school diploma is required; a college or technical degree is preferred, and prior service experience is a

Qualifications

• High school diploma; college/technical degree preferred.
• Ability to work in a fast-paced environment and multitask under limited supervision.
• Familiarity with IT troubleshooting and best support practices from previous job experience or education.
• Demonstration of punctuality and excellent communication and interpersonal skills.

Responsibilities

• Receive, validate, update, and end-user requests for hardware repair services via ticketing system and in compliance with contractual SLAs.
• Schedule repair services with end-users via phone and/or e-mail.
• Plan and assign designated field technicians to end-user service tickets as efficiently as possible.
• Provide customer service support via phone and/or e-mail.
• Communicate with other coordinators and teammates effectively.
• Deliver outstanding end-user experience through ticket assignments and strong customer service.
• Document and manage end-user requests consistently in the IT ticketing system.
• Provide reporting from IT ticketing system as required.
• Protect the integrity and confidentiality of all end-user and ticket data.
• Attend team meetings as required.

Skills

Multitasking

Communication

Interpersonal skills

Punctuality

Education

High school diploma

Technical degree preferred

College degree preferred

Job description

Ticket Coordinator

Full Time Technical Norcross, GA, US

Salary Range: $50,000.00 To $55,000.00 Annually

JobDescription

TheITFieldTicketCoordinator’sresponsibilitiesaretoreceive,validate,schedulewithcustomer,plan,andassignticketstodesignatedfieldtechniciansforpartspick-upsandhardwareITrepairservices.TheITfieldticketcoordinatorwillcommunicatedirectlywiththedesignatedfieldtechniciansresponsibleforservicesaswellaswiththeend-customersrequestingservice.TheITFieldTicketCoordinatorwillberequiredtoadheretocontractualServiceLevelAgreements(“SLAs”).

KeyResponsibilities

• Receive, validate, update, and end-user requests for hardware repair services via ticketing system and in compliance with contractual SLAs.
• Schedulerepairserviceswithend-usersviaphoneand/ore-mail.
• Planandassigndesignatedfieldtechnicianstoend-userserviceticketsasefficientlyaspossible.
• Providecustomerservicesupportviaphoneand/ore-mail.
• Communicate with other coordinators and teammates effectively.
• Deliveryoutstandingend-userexperiencethroughticketassignmentsandstrongcustomerservice.
• Documentandmanageend-userrequestsconsistentlyintheITticketingsystem.
• ProvidereportingfromITticketingsystemasrequired.
• Protecttheintegrityandconfidentialityofallend-userandticketdata.
• Attendteammeetingsasrequired.

RequiredQualifications

• Musthaveahighschooldiplomawithcollegeortechnicaldegreepreferred.
• Abilitytoworkinafast-pacedenvironmentandmulti-taskunderlimitedsupervisionrequired.
• FamiliaritywithmoderntechnologyandITtroubleshootingandbestsupportpracticesthroughpreviousjobexperienceoreducationrequired.
• Demonstrationofpunctualityandexcellentcommunicationandinterpersonalskillsrequired.

PreferredQualifications

• Priorcustomerserviceexperiencepreferred.
• PreviousexperiencewithServiceNoworotherITServiceManagementsystemspreferred.
• Previouslogisticsexperienceisnotrequiredbutpreferred.
• Familiarity with the Washington, D.C. metro region is a plus but not required.