Overview
The Managed Services Coordinator at TouchPoint plays a critical role in ensuring seamless service delivery for our banking and financial customers. This position involves coordinating maintenance, support, and operational activities for self-service banking solutions, ensuring service-level agreements (SLAs) are met, and optimizing performance for our deployed solutions across Pakistan.
Requirements
- Monitor incident status and resolve issues with the customer.
- Track and escalate unresolved cases for timely resolution.
- Attend the route calls, gather problem info, and record data.
- Take ownership of service requests from customers and ensure timely and satisfactory resolution of problems.
- Closely engage with other support functions to resolve issues.
- Provide regular updates on the complaint status to the customer.
- Strong analytical thinker, attention to detail, Problem solver.
- Self-motivated and flexible to work in rotational shifts.
- Minimum 1 year of experience in the relevant field.
- Bachelors or Fresh Grad in Computer Science are preferable.