Help Desk Coordinator

Role & responsibilities

Location: Remote

Support Case Assigner

Position Summary

We're looking for a highly organized and detail-oriented Support Case Assigner to join our team. In this role, you will play a critical part in our customer support operations by ensuring that high-priority and unassigned cases are assigned efficiently and quickly in Salesforce (our CRM). You'll be the initial point of contact for cases logged by our customers and you will respond with an initial comment to maintain service level agreements (SLAs), and then ensure the case reaches the right place.

This is a dynamic position that requires a proactive approach and the ability to work in a fast-paced environment. Your work will directly impact our ability to provide timely and effective support to our customers.

Key Responsibilities

• Case Assignment: Monitor the case queue within Salesforce and promptly assign cases to the appropriate support teams or individuals, or reach out to the correct Support Manager for assistance.
• SLA Management: Ensure all high-priority cases receive a first response within the defined service level agreement (SLA) by adding initial comments to acknowledge the customer's issue before assigning it out.
• Communication & Escalation: Proactively ping managers to assign unassigned cases, and manage case transitions and escalations as needed to ensure issues are resolved efficiently.

Required Skills

• Organizational Skills: Excellent ability to manage multiple priorities and maintain a high level of accuracy and attention to detail.
• Communication: Strong written communication skills with the ability to convey information clearly and concisely.
• Adaptability: Ability to thrive in a fast-paced, high-pressure environment.

Nice to Have

• Experience with Salesforce CRM: Proven experience using Salesforce, specifically with case management and reporting.
• Previous experience in a customer support or help desk role.
• Knowledge of service level agreements (SLAs) and their importance in a support environment.

interested cdd's please share your cv at "srividya.p@twsol.com"