Customer Support Coordinator / Engineer

Responsibilities:

• Answer clients calls, replies to clients emails, and log down all reported issues and requests, into the system, in a timely manner
• Assess the service requirements of clients, then plan, schedule and deploy the appropriate skilled manpower to tackle the client requirements.
• Maintain and ensure close follow up of all client requests and issues, so that all tasks are consistently updated daily.
• Communicate and liaise with vendors to obtain quotations, where necessary, and coordinate with them for any work that involves them.
• Take ownership of customer cases/reports/requests and escalate to team leaders and/or manager for further discussion on resolving/completing the tasks.
• Follow up and manage all service reports, preventive maintenance check lists, and any other documents, for all cases that are not fully closed, and documents are properly filed.
• Take ownership and responsibility of updating the ticketing ...