Job details
Job type full-time
Full job description
The company
At gpl technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineeringWe are a rapidly growing technology services firm that cater to some of hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firmsOur vision is to expand gpl’s presence globally, building an elite force of technology specialists focused on empowering creatives to achieve new heights.
The position
As the service delivery coordinator, you will build a strong rapport with gpl clients, identify the it challenges they are facing, and partner with our service desk team to provide an exceptional customer experienceYou will use your knowledge of it systems and customer service to ensure customer support requests are handled in a timely manner with 100% customer satisfaction.
Duties & responsibilities
Maintain general technical knowledge of all products and systems supported by gpl
Serve as the first point of contact for all customer satisfaction issues
Answer inbound support calls/emails and create detailed, information-rich problem descriptions in ticketing system
Dispatch tickets to appropriate engineering resources
Maintain regular contact with customers regarding open tickets, providing status updates and return calls on a daily basis
Minimize escalations by properly routing tickets to correct engineers and engaging vendor support when possible
Manage escalations when necessary, coordinating handoff and joint engineering efforts between multiple engineering resources
Ensure ticket actions are taken within sla parameters for each customer, targeting 100% sla attainment
Maintain relationships with vendor technical resources to facilitate rapid resolution or escalation of technical issues raised by customers
Review ticket queue regularly to ensure tickets are being worked
Review ticket content regularly to ensure engineers are properly documenting case notes
Optimize and document service desk processes where needed
Coordinate handoff between service desk shifts
Resolve basic technical support requests when possible
Qualifications
Bachelors in related field or equivalent experience.
3 + years in customer service environment with direct experience interacting with customers
1 + years of experience trouble shooting windows and macintosh computers and peripherals in a business environment
Strong process optimization and analytical skills.
Excellent verbal and written communication skillsThis is a customer facing role.
This position is remote and requires sitting for long periods of timeThis position performs onsite work at client sites when requiredAs necessary, work may need to be performed outside of regular hours or weekendsInfrequent out-of-town travel may be required.
The package
We provide a competitive compensation package, including health benefits for full-time employeesOur belief in work-life balance aligns well with our very liberal vacation and personal time policyAbove all, you`ll be a part of a great team of people serving a vibrant and exciting community of creative media companies around the globe.
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