Incident Triage Coordinator

5 days ago


India Redfaire Full time

Redfaire is a fast-growing, international technology company headquartered in Limerick City.

We implement, optimize, and support users of Oracle ERP, aiming to transform the way our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce overall costs.

Our goal is to build long-term, mutually beneficial partnerships with our customers across various industries, from large-scale multinationals to ambitious SMBs. Our customers use technology strategically to achieve a sustainable competitive advantage.

Description:

The Incident Triage Administrator will be the first point of contact for technical and application support consultants, ensuring they have all necessary information and understand the business impact caused.

This role involves significant end-user communication, acting as a service provider to external and internal customers alike. We seek a professional who can re-negotiate incident priority with customers when necessary.

This is a full-time permanent role operating remotely from the candidate's home.

Key Responsibilities:

  • Provide first-line support to customers to ensure service level agreements expectations are met.
  • Understand different support contract types and corresponding response and resolution times.
  • Ensure incoming support requests have all necessary information, contacting customers for clarification when required.
  • Assign support requests to the appropriate teams based on customer-provided information.
  • Monitor tickets to ensure they are picked up by consultants within agreed timeframes.
  • Respond to telephone calls from customers and ensure follow-up.
  • Raise new support tickets or update existing ones based on customer-provided information.
  • Proactively escalate issues to customers' Service Manager/Service Delivery Director when tickets may breach SLA.
  • Contribute to customer database maintenance by verifying and updating contact details as needed.

Requirements:

  • A relevant 3rd-level qualification or equivalent.
  • Excellent communication skills, both verbal and written. English is essential.
  • Prior experience in functional support or App-tech roles with JD Edwards or another ERP system.
  • Prior experience in a service desk environment within the IT sector.
  • The ability to work independently while being part of a team.
  • Adaptability and the capacity to respond to changing demands.
  • Ability to work under pressure and prioritize tasks.
  • A proven track record of delivering high standards of customer service.
  • Familiarity with Microsoft products such as Word, Excel, PowerPoint, Outlook.

Estimated Salary: £40,000 - £55,000 per annum, depending on experience.



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