Overview
The Managed Services Coordinator at TouchPoint is responsible for ensuring smooth operational performance, timely resolution of incidents, and maintaining strong communication between customers and internal support teams. This role demands ownership, analytical thinking, and proactive engagement to deliver consistent service excellence for our deployed self-service banking solutions across Pakistan. The ideal candidate is detail-oriented, reliable, and adaptable to dynamic service environments.
Requirements
- Monitor incident status and coordinate timely issue resolution with customers.
- Track and escalate unresolved cases to ensure closure within defined SLAs.
- Attend route calls, gather detailed problem information, and maintain accurate service logs.
- Take ownership of service requests from initiation to resolution, ensuring customer satisfaction.
- Collaborate with internal support and technical teams for prompt problem-solving.
- Provide regular updates to customers regarding complaint progress and resolution.
- Demonstrate strong analytical and problem-solving skills with keen attention to detail.
- Self-motivated, flexible, and able to work in rotational shifts.
Qualifications
- Minimum 1 year of relevant experience in service coordination, customer support, or managed services.
- Bachelor’s degree or Diploma in Computer Science, Engineering, or a related field.
- Fresh graduates with strong communication and coordination skills are also encouraged to apply.
- Strong organizational and interpersonal abilities with a proactive approach to issue handling.