1 year of Customer Service Experience
Experience with Enterprise ticketing systems and industry best practices is a plus but not mandatory.
Experience working with field engineering teams and supporting customers is a plus but not mandatory.
Able to learn and exhibit a thorough and sufficient understanding of our customer’s service request and requirements
Strong attention to detail.
Strong communicator, self-motivated, strong work ethic, results driven.
Possess a mechanical aptitude and working knowledge of computers.
Ability to solve problems with customers and technicians through effective verbal and written communication.
Drive initiative and ownership skills.
Chinese- medium level
Working Conditions :
Must be able to manage multiple priorities.
Required to work flexible schedule.
Training will be provided
The Global Convergence MSC Coordinator is responsible for supporting our customers and partners within a 24*7*365 environment.
This position will act as a liaison between customers, vendor / partners, NOC technical resources and engineering resources that are required to implement and support projects and events that have been defined in the delivery of services to our customers.
The MSC Agent will report directly to the MSC Manager or designated management personal.
Participate as a team member in the coordination and scheduling for all customer activities that require onsite resources or remote support for the delivery of services provided by Global Convergence, Inc.
Responsible for enterprise level customer ticketing and ownership.
Be flexible to adapt to the changing requirements of our different customers and provide Call Handling, Service Coordination, Logistics Support, and either remote or onsite resource coordination.
Must have the ability to follow defined procedures and escalation paths for service delivery with regards to an event driven environment.
Shall be responsible for the observance of deadlines outlined by contracts.
Provide complete ownership of any vendor / manufacturer issues impacting service delivery or customer experience worldwide.
This responsibility begins with the initial investigation and identification process and continues through final resolution.
Attention to detail is critical.
Responsible for the identification and coordination of technical impact to all entities from monitoring systems or customer contact.
This function will be responsible for logging customer’s calls and tickets, dispatching the tickets to the appropriate teams (remote or on-
site) for resolution, updating and closing the tickets in the ticketing system as per the procedures in place.
Verify if the ticket type and priority has been correctly selected in the ticketing system and adjust it accordingly (with customer’s permission when required)
Make sure deadlines outlined by contracts are met and take measures when there is a risk that deadlines are not met.
Work with customers to clarify Service requirements when needed.
The position description is not meant to be all-inclusive, and the job itself is subject to change. Nothing in this description restricts management’s right to assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
As a GCI employee for Romania office you will benefit from :
Competitive salary package
Full time employment contract
Professional and continuous training
Private health insurance
One-line public transportation or parking subscription coverage
Developing a career in an expanding company
International and multicultural exposure
Strengthen your English and other international language skills
Learn all about and grow in the ever-expanding Telecommunications Industry