Responsibilities:
• Entry of cases in Customer Relations Management (CRM)/Case Management tools
• Monitoring of new cases in customer tools or email including their warranty check
• Parts lookup and ordering in different systems
• Push case in queues CRM/Case Management tools
• Dispatch case
• Monitoring of pending cases according to priority and deal SLA
• Perform case closure CRM/Case Management tools and customer tools
• Deployment planning and communication process with end users for individual deployments via workflow tool
• Catalog management, order entry and fulfillment tracking
• Deployment scheduling of end-user installation with on-site engineers when hardware available and onsite delivery team coordination
• Responsibility for individual case performance, turnaround time and adherence to individual custom deal SLAs.
• Migration of data from one system to a new software
• Documents management