Position: Customer Service Coordinator
Company: Intecracy Group
Category: Support
Experience required: 1y
English level: upper

Responsibilities:

**1.Work with incoming Service Desk Requests: **
Read/analyze/label Jira tickets
Assign SLA to the ticket
Assign ticket to the enginner
Get the estimate for the ticket from the engineer and ensure that actual work time is logged once ticket is completed
Ensure that time log is accurate and completed on time ** 
Plan when each ticket should be resolved and completed
Plan regular customer on-site visits by engineers 
Constant re-evaluating and re-accessing of priorities and and re-planning accordingly. 
Communication with the customers over the phone, via emails or chat
Reporting of the service hours per customer per request type

**2. Work with Projects: **

Receive the project plan and structure from the managers – break down the project in a smaller Jira tasks and sub-tasks, assign the tickets, plan the execution and deadlines, assemble the Jira project board.
Reschedule and update Jira tickets (when needed) alongside project implementation

**Description of the project and team:**
Belgian company specialised in the development and automation of systems for the laboratory environment.
work directly with engineers and product owners

**Required:**
English as a primary working language (advanced/upper-intermediate level)
Experience working with Jira
proactive 
solution oriented
good work ethics 

**Desired:**
French – as a benefit (not a must)
experience with exact online (preferably but not a must)