Controller leading financial strategy and service delivery at a cloud - based accounting firm for clients. Overseeing a team while ensuring accurate financial reporting and client satisfaction.
About the role
- Ticket Controller coordinating technical support ticket assignments for BCM One's telecommunications team. Ensuring efficient client and technician communication in a hybrid work environment.
Responsibilities
- Monitor the ticket queue and promptly assign new tickets to technicians based on priority and categorical information, considering workload and schedules
- Maintain a deep understanding of technicians’ skillsets and expertise to ensure appropriate ticket assignments
- Assess the initial ticket information provided by the customer to identify any gaps or additional details needed for troubleshooting
- Before assigning tickets to technicians, communicate with clients to acquire clarifications or further information
- Review active tickets on a regular basis to ensure technicians are making progress and adhering to response and resolution deadlines
- Interact with consumers to ensure their response and satisfaction throughout the issue resolution process
- Develop a basic understanding of IPv4 networking concepts, including WAN, LAN, DNS, UDP, and TCP
- Utilize Microsoft Excel to manage and analyze data efficiently
- Conduct regular ticket quality checks to ensure accurate and full documentation of communication and technical data
- Generate reports from the ticketing system and organize data in spreadsheets for analysis and decision making
- Identify trends in ticket data to address larger-scale issues and enhance support processes
- Thrive in a collaborative, team-oriented environment, collaborating closely with technicians, engineers, and other stakeholders
- Share insights and recommendations based on ticket analysis to enhance support strategies
Requirements
- Bachelor's degree graduate, preferably ECE or IT courses
- Entry level, no experience required
- Familiarity with VoIP protocols such as SIP and RTP
- Customer-service oriented
- Fluent in English in a professional environment with excellent verbal and written communication skills
- Proficiency in reviewing and analyzing ticketing system data both natively and within spreadsheets
- Basic understanding of IPv4 networking, including WAN, LAN, DNS, UDP, and TCP
- Proficiency in Microsoft Excel for data management and analysis
- Strong attention to detail and ability to document communication clearly and thoroughly
- Comfortable in a team-oriented work environment
- BPO experience is an advantage
- Willing to work night shift
Benefits
- Health Insurance (HMO with 2 free dependents)
- Generous Paid time off
- Company retirement plan
- 13th month pay
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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