We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans, and Individuals with Disabilities.
SUMMARY
Strategic analysis of Trouble Tickets and Service orders, in addition to coordinating the daily installations route for contractors and technicians.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Analyze the trouble tickets and service orders and assign them within the established time frame.
- Coordinate the visits with the customer or end user.
- In coordination with the SIM Coordinator, manage, reschedule, and maintain the work agenda as accurately as possible.
- Monitor and follow up on daily tasks to be worked by technicians in coordination with the Internal Service Divisions.
- Document and refer trouble tickets and service orders within the time frame established, ensuring the compliance of the sales-to-bill process.
- Ensure phone support for technicians in the field to expedite service delivery.
- Manage trouble ticket and Service Orders with contractors, and validate that the data, photos, and signed work sheet by customer is uploaded to the system.
- Validate invoices for work carried out by contractors that have been requested in the SIM.
- Performs all other duties as required.
SUPERVISORY RESPONSIBILITIES
This Job has no supervisory responsibilities
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Associate degree and two years of equivalent experience in the related field and/or training or equivalent combination of education and experience.
SKILLS and ABILITIES REQUIREMENTS
- Excellent projection over the telephone.
- Good Analytical skills
- Good Oral and Written communication skills.
- Ability to respond effectively to the most sensitive inquiries or complaints of internal and external customers.
- Basic VOIP and Data knowledge based on our products
- Ability to write routine reports
- Able to work with Microsoft Office, Word, Excel, etc.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Performing the duties of this job requires the employee to sit, stand, and bend, and have a normal range of hearing and vision.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Normal office environment, usually quiet. No physical discomfort or exposure to hazardous due to temperature, dust, noise, etc. Able to work in a fast-paced environment with continuous interruptions.
EMPLOYER'S RIGHT
This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.