- Serve as first point of contact for help desk calls and service requests
- Ensure service standards and policies are being used on each ticket
- Assign inbound tickets to the best team or person for the issue
- Communicate with team members and clients to steer issues toward resolution
- Document all customer communication in the ticketing system with accuracy
- Review service boards consistently to ensure timely ticket resolution
- Review previous day's tickets to check for errors or missing information
- Work with the Service Manager and Escalation Team to handle assignments and special situations
- Ensure orders are ready and staged for upcoming installs
- Monitor quality of service and identify training opportunities
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