Call Coordinator

Hiring | Call Coordinator (CC)

Job Details

Designation: Call Coordinator (CC)

Department: IT Department

Location: Reliance Hospital, Charni Road, Mumbai

Experience: 35 Years

Relevant Experience: 2–3 Years

Qualification: Diploma / B.Sc. / BCA / B.E. (IT / Computer Science or related field)

Employment Type: Full-Time

Job Overview

We are looking for a proactive and customer-focused Call Coordinator to manage IT support calls, ticket assignments, SLA tracking, and coordination between clients, support engineers, vendors, and management teams. The ideal candidate should possess excellent communication skills, strong coordination abilities, and experience in IT Service Desk or Call Management environments.

Roles & Responsibilities

Ticket & Call Management

Log, track, and monitor support tickets and service requests through the ticketing system.

Assign tickets to the appropriate support engineers based on issue category and priority.

Ensure all tickets are acknowledged and responded to within defined SLA timelines.

Monitor ticket progress and ensure timely closure.

First-Level Support & Coordination

Provide first-level remote support and basic troubleshooting assistance to users.

Coordinate with support engineers, managers, and vendors for issue resolution.

Escalate unresolved or delayed tickets to the Support Manager as per escalation matrix.

SLA & Service Monitoring

Monitor SLA compliance and service performance metrics.

Follow up on pending, overdue, and critical tickets to ensure timely resolution.

Maintain escalation matrices, support contracts, and customer support records.

Client Communication

Conduct regular follow-ups with clients regarding open tickets.

Provide status updates and communicate resolution timelines.

Make courtesy calls and collect customer feedback to improve service quality.

Reporting & Documentation

Prepare and share daily, weekly, and monthly MIS reports.

Maintain accurate records of client contacts, ticket history, support contracts, and performance metrics.

Ensure all support activities are properly documented and updated in the system.

Required Skills

Strong understanding of IT Service Desk and Call Coordination processes.

Experience working with ticketing tools and incident management systems.

Knowledge of SLA monitoring and escalation management.

Excellent verbal and written communication skills.

Strong customer service orientation and stakeholder management skills.

Good coordination and follow-up abilities.

Proficiency in Microsoft Excel, Word, and reporting tools.

Ability to multitask and manage multiple priorities efficiently.

Strong organizational and documentation skills.Role & responsibilities

Preferred candidate profile