Company:
LanceSoft Inc
Location: Austin
Closing Date: 18/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description...
Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements.
Responsible for receiving and managing 1st level inquiries and escalations, not requiring technical support or triage, from initial request throughout the case life-cycle to resolution. Including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/break-fix cases.
Coordinate & verify the assignment of labor and materials required, according to established guidelines. Initiate, prepare and send required documentation as needed.
Analyze MAC/INC case data to identify and implement lessons learned, efficiencies and enhanced client service.
Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal / external SLAs.
Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.
Top Skills:
Previous IT industry Call Center or Dispatch work environment
Previous experience working in a ticketing systems; handling 75+ tickets daily
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Diversity, Equality, and Inclusivity – This means a deep commitment to each other equally, in an open, diversified team environment. We strive to be as diverse as the clients and employees we partner with. We embrace people of any race, ethnicity, national origin, religion, gender identity, and sexual orientation. LanceSoft is a certified Minority Business Enterprise (MBE).
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Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements.
Responsible for receiving and managing 1st level inquiries and escalations, not requiring technical support or triage, from initial request throughout the case life-cycle to resolution. Including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/break-fix cases.
Coordinate & verify the assignment of labor and materials required, according to established guidelines. Initiate, prepare and send required documentation as needed.
Analyze MAC/INC case data to identify and implement lessons learned, efficiencies and enhanced client service.
Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal / external SLAs.
Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.
Top Skills:
Previous IT industry Call Center or Dispatch work environment
Previous experience working in a ticketing systems; handling 75+ tickets daily
*//
Diversity, Equality, and Inclusivity – This means a deep commitment to each other equally, in an open, diversified team environment. We strive to be as diverse as the clients and employees we partner with. We embrace people of any race, ethnicity, national origin, religion, gender identity, and sexual orientation. LanceSoft is a certified Minority Business Enterprise (MBE).
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