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ProArch

Consulting and technology- enabled by cloud, guided by data, fueled by apps, and secured by design.

Support Services Coordinator

Location

India

Posted

3 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglishServiceNow

Job Description

Support Services Coordinator

ProArch

• Monitor incoming, assigned, and escalated support tickets to ensure timely ownership and resolution. • Coordinate ticket triage activities and ensure appropriate assignment across the support organization. • Monitor escalations received through the Help Center and ensure they are actively addressed. • Identify and coordinate proper routing of tickets requiring engagement outside standard support workflows. • Maintain visibility into ticket queues and ensure no critical requests remain unattended. • Continuously monitor tickets approaching or exceeding SLA thresholds. • Proactively communicate potential SLA risks and breaches to Support Leadership and key stakeholders. • Collaborate with engineers and support teams to drive timely resolution and SLA recovery actions. • Track service performance metrics and highlight areas requiring operational attention. • Coordinate scheduling of ticket-related work and align assignments with resource availability. • Facilitate collaboration between engineers, project teams, and support resources. • Help identify and address coverage gaps to ensure uninterrupted support operations. • Support workload balancing across teams to maximize efficiency and responsiveness. • Review and ensure ticket records contain accurate and complete information, including: - Categories - Contacts - Locations - Required fields - Supporting documentation • Promote adherence to established ticketing standards, workflows, and operational processes. • Assist in maintaining consistency and quality across support activities. • Monitor tickets requiring additional action, including: - Needs Attention - Customer Reply - Pending - Stalled or aging tickets • Conduct timely follow-ups with responsible teams to ensure continued progress. • Prevent tickets from becoming inactive or delayed due to lack of ownership. • Monitor workloads for engineers who are out of office or unavailable. • Coordinate reassignment or progression of active work to prevent service disruptions. • Ensure continuity of support activities and adherence to customer commitments. • Provide backup coverage for Help Center phone queues as required. • Assist with support coordination, scheduling, and operational activities. • Support day-to-day administrative functions that contribute to effective service delivery.

Job Requirements

  • Bachelor's degree in Information Technology, Business Administration, Operations, or a related field.
  • 3–5 years of experience in Support Operations, Service Desk Coordination, Technical Support Administration, IT Operations, or a similar role.
  • Experience working with ticketing and service management platforms (e.g., ServiceNow, Jira Service Management, Zendesk, ConnectWise, Freshservice, or similar).
  • Strong understanding of SLA management and support workflows.
  • Excellent organizational, multitasking, and follow-up skills.
  • Strong written and verbal communication abilities.
  • Ability to collaborate effectively with cross-functional and technical teams.
  • Experience in managed services, technical support, or IT service delivery environments.
  • Familiarity with ITIL principles and service management best practices.
  • Experience working in high-volume support environments.
  • Knowledge of resource scheduling and workload management practices.

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