Queue Coordinator


  • Validate incoming tickets to ensure completeness and accuracy; perform sanity checks by verifying SLA, and high level work instructions
  • Monitor Field Service Management Systems for new tickets and accept requests in a timely manner
  • Strive to eliminate resource idle time by assigning work orders in a timely manner (based on swing rules; complexity and availability)
  • Monitor the ticket queue to ensure work orders are on target; co-ordinate with requester if reschedule on site date is required based on downtime change
  • Receive and respond to all requester status requests and\or questions regarding work orders in a timely manner
  • Host daily service review to provide status updates and notification for any outstanding tickets
  • Ensure employee have work assignments and work is properly balanced; given a dynamically changing environment, re-route assignments as necessary (based on swing rules where possible)
  • Provide updates to Field Service Manager\Field Service Supervisor\Team Lead and
  • Management where applicable
  • Notify Field Service Manager/Field Service Supervisor/Team Lead of any customer escalations or potential escalations in a timely manner
  • Act as first point of contact for all customer requests and respond to any questions\inquiries in a timely manner
  • Respond to Field Service Manager/Field Service Supervisor/Team Lead, Management employee questions\requests in a timely manner


  • Diploma, Bachelor’s Degree, Computer Science/Information Technology, Engineering
    (Computer/Telecommunication) or equivalent
  • Minimum 1-2 year relevant experience
  • Required Skills: Well verse in MS Office – Excel, Words and Powerpoint
  • Effective English communication skills including verbal and written
  • Resourceful and ability to work under minimal supervision
  • Initiative to acquire knowledge and skill to continuously improve job performance
  • Patience, tolerance and focus while under demanding deadline
  • Willing to work overtime if required
Location:   Petaling Jaya
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