Queue Coordinator

Responsibilities

• 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

Requirements

• 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