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
• 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:

• Activating incident response process

• Engaging resolver teams

• Notifying escalation managers

• Creating internal communication channels

• Tracking investigation progress

• Monitoring mitigation activities

• Recording incident timelines

• Driving incidents to stabilization

7. Customer Communication

Serve as the primary communication point for customers.

Responsibilities include:

• Acknowledge customer requests within SLA

• Confirm ticket creation

• Communicate assigned priority

• Provide expected update timelines

• Deliver regular progress updates

• Explain resolutions clearly

• Escalate customer dissatisfaction where necessary

Ensure consistent communication across all internal teams.

8. SLA Management

Monitor support performance by tracking:

• First Response SLA

• Update SLA

• Resolution SLA

• Ticket Ageing

• Ticket Backlog

• Escalation Timelines

Responsibilities include:

• Identify SLA risks

• Follow up with resolver teams

• Escalate overdue tickets

• Ensure visibility of high-priority cases

9. Resolution Validation

Before closing tickets:

• Review technical completion notes

• Validate issue resolution

• Confirm customer acceptance when required

• Document final resolution

• Record closure reason

• Assign follow-up actions

• Reopen unresolved issues where necessary

10. Shift Handover

Perform structured handover including:

• Critical Incidents

• High Priority Tickets

• Pending Customer Responses

• Pending Internal Actions

• SLA Risks

• Scheduled Updates

• Recently Resolved Cases

Ensure ownership transfer is formally acknowledged.

11. Reporting & Operational Governance

Maintain accurate support records.

Prepare reports covering:

• Ticket Volumes

• Ticket Categories

• Severity Distribution

• SLA Performance

• Routing Accuracy

• Ticket Backlog

• Ticket Ageing

• Reopened Tickets

• Customer Satisfaction

• Documentation Quality

• Escalation Trends

• Recurring Issues

Identify opportunities for:

• Product Improvements

• Process Optimization

• Training Enhancements

• Knowledge Base Updates

12. Go-Live & Launch Support

Support planned customer implementations by:

• Providing enhanced monitoring

• Coordinating with Implementation Specialists

• Prioritizing launch-related incidents

• Supporting product releases

• Supporting migrations

• Supporting regional rollouts

Requirements

Required Qualifications

• Bachelor's Degree in Business, Information Technology, Healthcare, Operations, or a related discipline.

• 2–5 years of experience in: Service Desk Customer Support Technical Support Service Operations Incident Management Command Center Operations IT Service Management
• Service Desk

• Customer Support

• Technical Support

• Service Operations

• Incident Management

• Command Center Operations

• IT Service Management

• Experience working with ticket management systems.

• Experience operating within SLA-driven support environments.

• Excellent written and verbal English communication skills.

• Experience supporting international customers is preferred.

• Experience in SaaS, Healthcare, MedTech, or regulated industries is an advantage.

• ITIL Foundation or Service Management certifications are desirable but not mandatory.

Required Skills

Customer Support

• Customer Communication

• Customer Service

• Customer Relationship Management

• Customer Issue Resolution

Ticket Management

• Ticket Lifecycle Management

• Ticket Classification

• Ticket Routing

• Ticket Prioritization

• Queue Management

Incident Management

• Incident Coordination

• Incident Escalation

• Major Incident Management

• Root Cause Coordination

Service Operations

• SLA Monitoring

• Backlog Management

• Ageing Analysis

• Shift Handover

• Operational Governance

Technical Knowledge

Experience using one or more of:

• ServiceNow

• Jira Service Management

• Zendesk

• Freshdesk

• Salesforce Service Cloud

• BMC Remedy

• Other ITSM Platforms

Soft Skills

• Strong Communication

• Attention to Detail

• Cross-functional Collaboration

• Ownership

• Decision Making

• Time Management

• Problem Solving

• Multi-tasking

• Documentation

• Stakeholder Management

• Adaptability

Working Conditions

• 24×7 Rotational Shift

• Night Shift Required

• Weekend Support

• Public Holiday Support

• Formal Shift Handover Mandatory

• Continuous Queue Monitoring During Assigned Shift

Role Boundaries

This role is responsible for:

• Customer Acknowledgement

• Ticket Management

• Ticket Coordination

• Customer Communication

• SLA Monitoring

• Incident Coordination

• Resolution Tracking

• Case Closure

Technical troubleshooting and issue resolution remain the responsibility of Engineering and other specialist teams.