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*Location: NJ *
*Duration: 6+ months*
technical or testing background. Pure co-coordinator
Must have flexible attitude either to learn on job.
*Roles & Responsibilities*
Review support tickets within the Remedy Problem Management application in a
prompt and expeditious manner. The support ticket queue should be reviewed
at least twice daily. Review initial tickets for clarity and technical
detail. Follow up with Client Facing when necessary. Provide technical
direction on solutions and/or divide into sub-tickets or multiple tickets
when necessary. Provide detailed test scripts or test scenarios to clearly
set expected results.
Operating hours for the support coordinator will be standard business hours
for US EST, i.e. 9am to 5:00pm.
Support tickets not assigned by 3pm may not be assigned to a new bucket
until the next day.
Complete a technical quality control review on all completed tickets before
notifying Client Facing of the completed status.
Schedule and lead the twice-weekly support status calls.
Coordinate the assignment of tickets to developers with on-shore and
off-shore resource managers.
Priority of tickets will be coordinated with Client Facing based on the
needs across all brands and available resources
Priority for each ticket should be set using the Remedy Problem Management
application by the Client Facing team
Request alternate developers on a ticket if performance or timing is not
On-shore and off-shore resource managers are responsible for staffing,
ticket assignment, and capacity.
Build better alignment and transparency between on-shore and offshore
resources, for both development and support.
Assist in the merger of work queues for development support
Assist in defining, streamlining, and enforcing a consistent process for
both development and support across on-shore and off-shore staff
Co-locate with both the development staff in Nassau Park and Client Facing
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