• Provide routing and dispatching of information technology tickets open by our customers in the U.S. via phone, chat, and email
• Successfully prioritize, categorize and assign tickets to appropriate staff.
• Document relevant information to better assist technician’s troubleshooting
• Ensure that technicians are following up on tickets in a timely manner to ensure that we meet our SLA goals and achieve our customer service benchmarks
• Ensure that escalation policies are observed by technicians.
• Help service manager facilitate escalations as necessary.
• Create maintenance tickets
• Help keep internal knowledgebase up to date
• Assist with special projects
PC Windows 7
Paquete de Microsoft Office
MS Office 365