Service Coordination & Ticket Control Specialist

This is a remote position. # About ZEISS VisioGen ZEISS VisioGen is transforming ophthalmology through AI-powered clinical communication solutions that enhance patient engagement and improve healthcare delivery. By combining Generative AI with human clinical expertise, we build scalable, secure, and production-ready healthcare solutions for global customers. As part of our Global Customer Implementation & Service Operations team, you will play a critical role in ensuring exceptional customer support by acting as the first point of contact for customer incidents, coordinating cross-functional teams, and maintaining service excellence across our global operations. * * * # Role Summary The **Service Coordination & Ticket Control Specialist** is responsible for managing customer support requests from initiation through closure. This role acts as the central coordination point for all incoming customer tickets by monitoring service channels, performing first-level triage, assigning issues to appropriate resolver teams, managing SLA compliance, coordinating incidents, communicating with customers, and ensuring successful resolution. This role does **not** perform technical troubleshooting but ensures that every customer request is accurately captured, routed, tracked, communicated, and resolved efficiently. The specialist maintains ownership of customer cases throughout the ticket lifecycle while coordinating with Engineering, Product, Data Operations, Clinical Operations, Customer Success, Implementation, and Learning & Development teams. * * * # Key Responsibilities ## 1. Service Monitoring - Monitor customer support channels throughout assigned shifts. - Continuously monitor: - Customer Portal - Support Mailbox - Ticket Queues - Service Alerts - Respond promptly to all incoming customer requests. - Ensure uninterrupted queue monitoring during assigned shifts. - Escalate any interruption in service monitoring immediately. * * * ## 2. Ticket Management Create, validate, and maintain support tickets for every customer interaction. Capture complete customer information including: - Customer/Clinic Name - Clinic ID - Region - Customer Contact Details - Location - Incident Start Time - Business Impact - Patient Impact - Workflow Affected - Severity - Supporting Evidence - Screenshots - Resolver Team Responsibilities include: - Prevent duplicate tickets - Link related incidents - Maintain accurate documentation - Ensure every request is formally tracked * * * ## 3. First-Level Triage Perform structured initial assessment using approved troubleshooting guidelines. Identify whether issues relate to: - Website Integration - Platform Availability - Lead Processing - Message Processing - Notification Delivery - Routing Configuration - Clinic Information - User Access - Clinical Response Quality - Operational Performance - Reporting - Product Functionality - Training Requests - Product Enhancements Determine: - Single customer impact - Multiple customer impact - Platform-wide incidents Collect all necessary information before routing to resolver teams. * * * ## 4. Severity Assessment Evaluate incidents based on business and patient impact. Identify critical incidents including: - Complete Platform Outage - Multiple Customer Impact - Patient Inquiry Failures - Notification Failures - Routing Failures - Security Concerns - Privacy Risks - Clinical Safety Risks Responsibilities: - Apply severity matrix - Escalate high-priority incidents - Reassess severity when impact changes * * * ## 5. Ticket Routing Assign tickets to appropriate resolver groups including: - Forward Engineering - Product Management - Customer Success - Data Operations - Clinical Operations - Quality Team - Learning & Development - Implementation Team Responsibilities include: - Ensure routing accuracy - Correct misrouted tickets - Maintain ownership until closure - Coordinate multiple teams where necessary * * * ## 6. Incident Coordination Coordinate critical incidents by: -…