Service Controller

Job Description:

We are currently looking for a Service Controller to act as a buffer between our clients and the technical services team by providing quick and efficient service when clients report an incident. This person will be responsible to keep the clients updated at all times and building relationships with them, while at the same time, keeping the technical services team in the loop and assisting them with any issues that come across.

Responsibilities:

Main Responsibilities:

  • Be the first point of contact for clients reporting a technical problem.
  • Handles the transfer of support calls to the TS team.
  • Manage the support tickets on Aluxium
  • Log tickets on behalf of clients that phone in for support.
  • Conduct random service calls once the ticket is resolved to rate the service received from the TS team.
  • Oversee and expedite the flow of work between a client’s problem and the TS resolving the problem.
  • Compiling reports on the progress of work.
  • Function as part of a team.
  • Try to eliminate delays in the process by expediting the process to the TS team.
  • Achieve the highest standard of customer service and service delivery.
  • Helping and supporting the team to achieve effectiveness.
  • Monitor email notification on PRTG/Zabbix/RT
  • Call client to check if the line is up or down after resolve notification has been received by a provider.
  • Send out notifications to clients/partners prior to scheduled maintenance or system upgrades.
  • Handle general administration requirements and any such other duties as requested by the Business Coordinator.

Required Experience:

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

  • Knowledge of the workings of the TS department / Team
  • Excellent customer service skills
  • Must be able to deal with difficult people
  • Good organizing, administration and problem-solving skills
  • Be able to manage a process from start to finish and take ownership of his/her work
  • Be dependable
  • Have good time management skills

Centurion

Full-time

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Required Skills:

Essential:

  • Highly organized and efficient
  • Customer service orientated
  • Knowledge and experience of working with MS Office (Word, Excel, PowerPoint, Outlook
  • Ability to work as part of a team.
  • Be able to manage a process from start to finish and take ownership of his/her work
  • Have good time management skills

Bonus Qualifications:

  • Diploma in Project Management
  • Certificate in Time Management