Geekay Infotech Pvt. Ltd. Looking for IT Call Coordinator – Charni Road- only BSCIT, BE/Btech, BCA at Mumbai, Maharashtra Full Time

Role and Responsibilities:

· Responsible for logging tickets/calls, monitoring calls, assigning call to respective customer support engineer.

· Providing first level of remote technical support to clients.

· Making sure that the tickets/calls are responded within the required time frame to meet the SLAs.

· Escalating the calls to support manager if tickets are not responded or resolved within the time frame.

· Follow up with clients, support engineers, managers and vendors for pending calls.

· Giving courtesy calls to clients and taking feedback from clients.

· Preparing and scheduling daily, weekly and monthly MIS reports and sending the reports to clients and managers.

· Managing and maintaining the workflow, client contacts, support contracts, SLA details, escalation matrix, performance metrics, time entries etc. as per client requirement.

· Good communication.

Job Type: Full-time

Salary: Up to ₹35,000.00 per month

Benefits:

Schedule:

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)