Job Overview
Position Summary:
The IT Client Support & Operations Coordinator at Zones acts as the crucial liaison between international clients and internal engineering departments. You will monitor service ticket queues, coordinate escalation responses, and ensure SLA compliance for international clients.
Key Responsibilities:
• Track client requests, incidents, and equipment dispatch workflows using ServiceNow and Jira.
• Coordinate with technical support engineers to expedite resolution of critical hardware and software tickets.
• Prepare regular weekly operational metric reports, uptime reviews, and client satisfaction summaries.
• Facilitate clear communication between clients in North America/Europe and regional operations teams.
Qualifications:
• 1-2 years of experience in IT customer support, project coordination, or service desk operations.
• Excellent English verbal and written communication skills with strong telephone etiquette.
• Strong organizational skills and proficiency with spreadsheets and IT ticketing platforms.
• Willingness to support rotating or night shift coverage aligned with international business hours.
