Technical Service Coordinator
5 days ago
At ABHIDI ENTERPRISES, we value innovation and excellence in every aspect of our business, including our customer service.
We seek a talented IT Process Specialist to join our team, driving process improvement and delivering exceptional customer experiences.
**Key Accountabilities**
- Provide L1 support for all applications, ensuring that user queries and issues are resolved promptly.
- Raise and manage tickets in Service Now, guaranteeing that SLAs are met and users receive timely updates on ticket progress.
- Accurately record user complaints in Service Now, ensuring that critical issues are escalated to the relevant teams and management.
- Maintain a comprehensive log of all communication and steps performed in the Ticketing system, facilitating efficient issue resolution.
- Inform users regularly about the progress of their tickets, promoting transparency and trust.
- Evaluate escalation procedures to ensure that critical issues are addressed promptly and effectively.
- Troubleshoot user queries via various channels, providing actionable solutions and recommendations.
- Answer phones professionally, respond to user inquiries, and address complaints in a courteous and empathetic manner.
- Install, configure, and upgrade FedEx software, ensuring seamless integration with existing systems.
- Deliver remote support and troubleshooting services for user laptop/desktop issues, MS Office applications, and other FedEx applications.
**Requirements**
A diploma or higher education degree is necessary for this position. Service desk/helpdesk experience and proficiency in Korean are essential.
**Job Details**
This is an entry-level position offering full-time employment opportunities in the Information Technology field within the Consumer Services industry.
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