Aspire Technology Partners, LLC
NSOC Coordinator (Project Management)
Respond to client's requests within SLAs (Service Level Agreements).
Answer incoming calls courteously and professionally
Manage email inbox, responding to both client and internal emails in a timely fashion.
Act according to all NSOC procedures and processes.
Monitor ticketing system at all times.
Maintain a ticket queue from starting new tickets, to closing existing ones.
Accurately identify problem/ticket severity based on Priority Matrix and SLAs.
Leverage knowledge of various technical disciplines to assign resources accurately.
Effectively communicate with both the client and the engineer, via phone and/or email, to ensure problem resolution.
Provide performance reporting on ticket handling.
Manage clear and concise note taking within tickets from start to resolution or handoff.
Maintain customer technical information within defined documentation standards.
Identify inefficiencies or issues within ticketing/alerting system and offer solutions or alternative methods for ticket handling, processing and documenting. .
Work closely with both internal resources and clients to ensure tickets are properly routed and handled to our standards.
Perform other duties as assigned,