Hybrid Call Coordinator at NSC Global

NSC Global is currently looking for a Call Coordinator to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.

Main job purpose:

Responsible for ticket assignment based on queue monitoring. Works directly in customer CRM (ITSM Remedy) tool. Performs incident tracking, updates and resolutions. Creation of daily aging reports by account/customer. Handle escalations on a regular basis to include management. Participate in customer/technician conference calls. Assist technicians with issues and updates

• Monitor and daily control of customer ticket assignment queues.
• Exceptional customer service.
• Maintain internal SLA agreements in regards to ticket assignment/re-routing of tickets due to work balance.
• Participation in daily conference calls to include technicians and customer.
• Aware of changes within both internal and external customer applications as pertains to job function.
• Ability to work effectively with technicians.
• Adherence to assigned schedule.
• Adhering to documented policies, procedures and processes for nscgobal and customer specific.
• Clear and concise documentation of all customer interaction within appropriate CRM tool.
• Able to function in a team environment.
• Ability to back up other agents/departments when needed.
• Continuous improvement of service delivery.

Reporting

• Review Aged ticket report and work with dispatch resources to updated tickets.
• Provide daily feedback on status of aged tickets (what is causing the "Age" and identify improvement steps).
• Identify Duplicating of tickets while reviewing aging daily.

• 1 - 2 years’ work experience
• High School Diploma is advantageous 

Competencies: 

• Alliance/Astea and customer ticketing systems.
• Common software applications.
• Customer service aptitude.
• Microsoft excel and word and excellent documentation skills.
• Oral and written communication skills.
• Ability to multi-task.
• Support values and principles of nscglobal.   
• ITSM Remedy System 
• Reporting 
• Understanding of end user equipment