Key skills
Communication
About this role
Role Overview
- Perform AMS activities.
Requirements
- Receive, triage (assess type and priority) and route tickets to consultants;
- Monitor the ticket lifecycle from assignment to solution delivery by consultants, through daily contact and follow-up with consultants;
- Facilitate communication between consultants and clients to remove impediments such as lack of access and other blockers;
- Facilitate communication between consultants and clients for events required to address the ticket, such as creating working groups in Teams or scheduling meetings;
- Update the client with basic information on ticket status and estimated resolution time;
- Act as a facilitator for the Service Manager in squad administrative activities, such as approving hours for consultants;
- Serve as the client's first point of contact when they need support prioritizing a ticket.