Call Coordinator

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Job Description – Call Coordinator

Company: CMS IT Services Pvt. Ltd.

Job Summary

We are looking for a Call Coordinator to manage service requests, coordinate with technical support teams, and ensure timely resolution of customer issues in accordance with defined SLAs.

Key Responsibilities

• Receive, log, and track customer calls, service requests, and complaints in the ticketing system.
• Coordinate with Desktop Support, Network Support, and other technical teams for issue resolution.
• Follow up on open tickets and ensure timely closure within agreed SLAs.
• Escalate pending and critical issues to the concerned teams or reporting manager.
• Maintain accurate records of calls, tickets, updates, and resolutions.
• Communicate ticket status and resolution updates to customers and stakeholders.
• Monitor pending tickets and prepare daily or weekly MIS reports.
• Coordinate with field engineers and support teams for onsite issue resolution, wherever required.
• Ensure proper documentation and adherence to company processes.

Required Skills and Qualifications

• Graduate in any discipline.
• Basic understanding of IT infrastructure, including Desktop, Laptop, Printer, and Network support.
• Good coordination skills.
• Basic knowledge of MS Excel, Outlook, and ticketing tools.

Work Location: Ghansoli

Employment Type: Full-time

Pay: ₹250,000.00 - ₹300,000.00 per year

Benefits:

• Health insurance
• Life insurance
• Provident Fund

Work Location: In person