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* * *Interview ASAP* *Support Coordinator* *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 meeting expectations. 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 in Plainsboro --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "Oracle-Resumes" group. To post to this group, send email to [EMAIL PROTECTED] To unsubscribe from this group, send email to [EMAIL PROTECTED] For more options, visit this group at http://groups.google.com/group/Oracle-Resumes -~----------~----~----~----~------~----~------~--~---
