Global Support Coordinator Nightshift
Global Support Coordinator Nightshift
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Salary Not Disclosed
1 Vacancy
Job Description
The Global Support Coordinator is responsible for working closely with the AGS Technology Analysts and the AGS Program Management Offices (PMO) teams to successfully support various activities critical to our AGS programs daytoday success. This position includes developing a strong partnership with all internal AGS teams and conducting tactical support on daytoday technology related work efforts.
This role will provide superior customer service timely record keeping of technology related incidents and service requests while offering a convenient central point of contact for AGS Technology teams.
Responsibilities
- Document submit and/or monitor inquiry incident and low complexity service request case tickets to the Technology Operations team and Partners via Salesforce.com
- Ensure all information and attachments relevant to the case are received prior to escalation
- Track new technology issues updates and resolutions through Salesforce
- Data clean of current cases within Customer Relationship Management Tool to ensure accurate data in dashboards and reports
- Create weekly technology status reports for the AGS Technology Analysts when required
- Create update and maintain all AGS Technology Operations support documentation
- Regular review of solutions rejected by PMO to ensure relevant QRGs are created and catalogued
- Capturing and reporting out on technology SLAs and other defined metrics for continuous improvements.
- Assisting the AGS Technology Analysts in handling basic questions concerning functionality and configuration settings in the technologies utilized by the Program Management Office.
- Research and conduct basic troubleshooting on technology incidents and service requests to resolve issues prior to further escalation to the AGS Technology Analysts or VMS Partners.
- Initial Testing and Quality Assurance (QA) activities on technology incidents and service requests as needed.
Qualifications :
- Bachelors Degree or equivalent experience preferred
- At least 1 year of professional experience preferred
- A minimum of one year of administrative experience in a similar role
- Strong customer service experience
- Previous software administration and support experience preferred
- Proficient in Microsoft Office products
- Ability to multitask in a fastpaced environment
- Able to follow and influence processes and ensure adherence by other teams
- Ability to meet deadlines prioritize high volumes of tasks and troubleshoot complex problems
- Great attention to detail. Strong conceptual analytical and problemsolving ability.
- Excellent Organisational Skills
- Good interpersonal skills with the ability to communicate and work effectively across teams
- Can work both on own initiative and as part of a team when necessary
- Fluent PC skills excellent written and verbal skills and proven customer service skills.
- MSP experience a plus.
- Experience is a plus with the standard technologies utilized by AGS VMS engagements (ex. Beeline Fieldglass IQ Navigator Salesforce SharePoint etc.).
- Ability to adapt quickly and possess flexibility with working in a constantly evolving field.
- Must be willing to work nightshift and with hybrid work setup (office is based in Ortigas Pasig area)
Additional Information :
As a workplace we focus on relationships with each other our clients and our candidates in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate who force us to be better. Everything we do sits on a pillar of diversity diverse perspectives backgrounds and ideas drive innovation and make us successful.
See what its like to work at AGS by searching #LifeAtAGS on any social network.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
