Project Coordinator
6 days ago
Experience-0- 6 month
Education-MBA/PGDM
**Job Overview**:
**Key Responsibilities**:
- **Ticket Management**:
- Act as the first point of contact for incoming L1 support tickets and categorize them based on urgency and impact.
- Log, track, and resolve issues in the ticketing system (e.g., JIRA, ServiceNow, Zendesk).
- Prioritize tickets and escalate unresolved or complex issues to senior support staff (L2/L3) as per defined protocols.
- **Issue Resolution**:
- Provide first-level support to resolve common technical issues, including software or hardware problems, login issues, and basic troubleshooting.
- Collaborate with internal teams to resolve issues efficiently and within SLA (Service Level Agreement) timelines.
- **Customer Interaction**:
- Communicate clearly and professionally with clients or end-users to understand their concerns and provide timely updates on ticket status.
- Ensure customer satisfaction by addressing their queries and ensuring issues are resolved to their satisfaction.
- **Collaboration & Coordination**:
- Work closely with project managers, L2/L3 support teams, and other departments to ensure that issues are resolved effectively.
- Assist in coordinating activities related to project timelines, deliverables, and resources.
- **Documentation & Reporting**:
- Maintain accurate documentation of all ticket-related activities, including issue descriptions, resolutions, and client communication.
- Generate reports and provide updates to project managers on ticket status, trends, and overall performance.
- **Continuous Improvement**:
- Suggest improvements to internal processes based on feedback from customers and team members.
- Stay updated on new tools and technologies to improve support processes and efficiency.
**Qualifications & Requirements**:
- **Education**:
- Bachelor’s degree in any discipline (preferably in Computer Science, Information Technology, or Business Administration).
- Basic knowledge of IT support concepts and project coordination is an advantage.
- **Skills**:
- Strong verbal and written communication skills.
- Good organizational skills with attention to detail.
- Ability to manage time effectively and prioritize tasks.
- Familiarity with ticketing tools such as JIRA, ServiceNow, or Zendesk is a plus.
- Basic understanding of IT concepts (software, networks, systems) and troubleshooting techniques.
Schedule:
- Morning shift
Work Location: In person
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