Call Coordinator (MCG) at Altron Managed Solutions

Job Description

We are looking for a Call Coordinator to join our team in providing services for our client, that provides exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms. You will be required to improve the current service delivery to the client, reporting to the ITSS Manager. To manage all logged Tickets (New/In progress/Pending/Aged and Resolved tickets). To escalate tickets to different support towers. To liaise with engineers from different towers with updates and resolution notes as well as to coordinate all vendor logged tickets.

Key responsibilities:

• Ensure that contracted Service Level and Satisfaction targets are achieved
• To ensure that all calls are logged correctly, updated correctly, followed up, escalated timeously, serviced and closed with sufficient detail
• Ensure that all routine monitoring and maintenance tasks are completed according to schedule and to the prescribed standards
• Ensure that all open calls are constantly reviewed and updated until call closure
• To ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support
• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
• To ensure adherence to all Altron and Customer processes, policies and procedures as per prescribed compliance
• To ensure that all the allocated and contracted development activities (Individual Development Plan) between Team Lead and employee is successfully completed within the Altron policy and procedure framework
•  follow up on customer queries and other ad hoc requests

Support:

• Work with other Engineers, Vendors for resolution of issues
• Request technical assistance and escalate when necessary
• Document, monitor, report, and manage the resolution of issues in the tickets
• Recommend procedures and controls for problem resolution
• Implement approved workarounds and temporary solutions
• Use Knowledge Base Articles and Support Documentation

Reporting:

• Generate reports for all tickets in all accounts that need to be actioned
• Report on ticket trends when identified
• Report on resolved/closed calls (by managing the resolution notes)

Service Level Management:

• Manages all calls assigned to you in accordance with SLA objectives
• Drive service level excellence by managing tickets effectively and efficiently
• Monitor and manager feedback mechanism between users, engineers, vendors and the management team

Continuous Improvement and Innovation:

• Contribute to continuous improvement initiatives

Continuous Learning:

• Update skills to align to company certification targets and customer requirements

Qualifications, Skills and Experience:

• CompTIA A+
• Comp TIA N+
• ITIL V4 certification
• 12 months experience in a coordinator role

Education

• National Certificate Level 4 (N4) / Grade 12 (Required)