Operational Coordinator - Technical Coordinator

Description

Job Summary: This role involves managing client requirements, assigning technicians, monitoring technological progress, and ensuring customer satisfaction through continuous follow-up and improvement proposals. Key Responsibilities: 1. End-to-end management of client requirements and technical support. 2. Maintaining customer satisfaction and technological updates. 3. Training and continuous development of the technical team. • Respond to client requests submitted via email, mobile phone call, or WhatsApp, adhering to the response time established for each client. • Generate a service order within the stipulated timeframe. • Assign a technician to handle the request via the Phoenix Help Desk platform. • Assess the complexity level of the request to assign either senior or junior technicians accordingly. • Verify that the assignment reaches its intended channel. • Conduct daily customer follow-ups via the technology platform to provide updates and keep customers at the forefront of technology and data/information protection. • Submit improvement proposals to clients for their approval. • Ensure proper execution and follow-up of the process. • Monitor service orders to enhance customer satisfaction through inquiries, tests performed by technicians, and client-initiated queries. • Keep department technicians updated on technological topics through training sessions, webinars, courses, etc. • Hold periodic meetings to gather feedback and take action on performance, address failures or issues arising in client companies, and implement improvement actions therein. and others. -Requirements- Minimum Education: University Degree / Technical Program 2 years of experience Knowledge: Network Administration, Hardware, Microsoft Office, Server Administration, Software Testing Driver's License: A1 Keywords: resident, supervisor, manager, deputy manager, responsible person, coordinator, manager, captain, operative, operational, technologist, technician, tech, technician, technology, tecnología, technologist