The Global Support Coordinator is responsible for working closely with the AGS Technology Analysts and the AGS Program Management Offices (PMO) teams to successfully support various activities critical to our AGS program’s day-to-day success. This position includes developing a strong partnership with all internal AGS teams and conducting tactical support on day-to-day technology related work efforts.
This role will provide superior customer service, timely record keeping of technology related incidents and service requests while offering a convenient central point of contact for AGS Technology teams.
Responsibilities
- Document, submit and/or monitor inquiry, incident and low complexity service request case tickets to the Technology Operations team and Partners via Salesforce.com
- Ensure all information and attachments relevant to the case are received prior to escalation
- Track new technology issues, updates and resolutions through Salesforce
- Data clean of current cases within Customer Relationship Management Tool to ensure accurate data in dashboards and reports
- Create weekly technology status reports for the AGS Technology Analysts when required
- Create, update and maintain all AGS Technology Operations support documentation
- Regular review of solutions rejected by PMO to ensure relevant QRG’s are created and catalogued
- Capturing and reporting out on technology SLAs and other defined metrics for continuous improvements.
- Assisting the AGS Technology Analysts in handling basic questions concerning functionality and configuration settings in the technologies utilized by the Program Management Office.
- Research and conduct basic troubleshooting on technology incidents and service requests to resolve issues prior to further escalation to the AGS Technology Analysts or VMS Partners.
- Initial Testing and Quality Assurance (QA) activities on technology incidents and service requests as needed.
