Managed Service Center Coordinator
Diversant

Position: Managed Service Center Coordinator
Location: Charlotte, NC (Ballantyne area)
Duration: 12-month contract with extensions (long term; multi-year contract)

Shift: Monday through Friday

• 2nd shift - 10 AM - 7 PM

Description:

This position will act as a liaison between customers, vendor / partners, that are required to implement and support projects and events that have been defined in the delivery of services to our customers.

ORGANIZATIONAL RELATIONSHIP

This position reports directly to the Operations Lead or designated management personal. It interfaces with the general public and all aspects of the organization.

MAJOR DUTIES - Include, but not limited to:

• Participate as a team member in the coordination and scheduling for all customer activities that require onsite resources or remote support for the delivery of services provided.
• Responsible for enterprise level customer ticketing and ownership.
• Be flexible to adapt to the changing requirements of our different customers and provide Call Handling, Service Coordination, Logistics Support, and either remote or onsite resource coordination.
• Must have the ability to follow defined procedures and escalation paths for service delivery with regards to an event driven environment.
• Responsible for detailed communications within the ticketing systems of Who, What, Where, When, and Why.
• Provide level 1 call handling to our customers and partners for our customers.
• Provide excellent Customer interface and Customer Satisfaction skills on behalf of Global Convergence Inc.
• Schedule and manage service activities and tasks through resolution
• Ensure correct documentation and work instructions are provided to our delivery partners.

MINIMUM QUALIFICATIONS:

Education/Experience

• 2-5 years' experience in a Call Handling and Dispatch function as gained through prior Industry work experience

• Knowledge of communication software (Basic Data Communication, Basic PC knowledge).
• Excellent paperwork handling skills.
• Strong communicator, self-motivated, strong work ethic, Result driven.
• Highly effective communicator (written & verbal).
• Experience with Enterprise ticketing systems and industry best practices.

Skills

• Basic telephone skills and the ability to communicate effectively.
• Interpersonal skills: Demonstrated ability to effectively manage customer problem resolution.
• Strong customer satisfaction skills
• Quick learner to adapt to the customers network environments.

This job has expired.