Position: Customer Support Service
Company: Softengi
Category: Support
Experience required: 2y
English level: upper
Published: 2022-09-01T00:00:00+03:00

**Necessary steps that will help you to get an offer in our company:**
Step 1: Interview + Technical Interview (1 hour)
Step 2: Meeting with the Company (around 30 minutes)
Step 3: Offer

**What do we need?**

**Hard skills:**
• 2-3 years of experience
• Proven work experience as a Service Coordinator or similar role
• Excellent knowledge of coordination methods and techniques
• Proficiency in English (mandatory), French (expected), and Dutch (preferable)
• Demonstrates ability to use Microsoft Office Suite
• Knowledge in using JIRA and JIRA Service Desk, Confluence, Odysee Mobile, and Exact Online software's
• Know how to work with customer service software, databases and tools (incl. reporting tools such as power BI, ...)

**Soft skills:**
• Excellent time management, organization skills, and attention to detail within a multi-tasking environment (handling multiples services activities)
• Highly customer-oriented mindset, communication, and interpersonal skills 
• Strong client-facing communication skills
• Is capable of remaining patient and calm when dealing with frustrated customers or clients
• Works well with a team
• Stay up to date with services, policies, and regulations
• Strong record-keeping and analytical skills
• Exhibits ability to think creatively and analytically

**Tasks and responsibilities:**

**Service and Support Coordination**
Responsible for the complete coordination of preventive maintenance (PM), corrective maintenance (CM), and support days (SD), including:
• Any administrative activities
• Continuous follow-up of requests/tickets related to services
• Coordinate complete process for ticketing support, PM, CM, and SD within an established end-to-end process
• Ensure coordination and communication with the customer, act as a facilitator in meetings
• Assign planned activities related to ticketing support, PM, CM, and SD to related MTX personnel
• Prepare and manage workorder for relevant MTX personnel
• Keep accurate records and document customer service actions and discussions through relevant tools
• Review and approve registered hours of appropriate MTX personnel and c ommunicate status to accounting team about ticketing support, PM, CM, SD
• Ensure invoices follow-up and payment related to ticketing support, PM, CM, and SD activities
• Perform reporting and KPIs to the management

**Service team administrative coordination **
Responsible to ensure proper onboarding of newcomers and ensure continuous training of the team to relevant technologies/procedures:
• Plan related activities
• Coordinate training sessions with internal and external trainer

**Capacity Management of the service team**
Ensure consolidation and management of the service team capacity with relevant stakeholders about ticketing support, PM, CM, and SD, as well as business projects:
• Overall capacity management
• Planning of activities
• Escalation of team capacity risks and issues depending on analysis

**Asset Management **
Responsible for the install base assets (Customer's and MicroTechniX internal) and the follow-up of maintenance contracts :  
• Asset management/warehouse management (equipment, documentation, tools calibration, warranty info, etc.)
 
**Service Documentation**
Maintain service work instructions and tools related to the activities related to this Job Description and suggest improvements to the management
 
**Services reporting and KPIs**
Analyze statistics and compile accurate reports related to ticketing support, PM, CM, SD, planning, and hours registration of the service team.

**What do we offer?**
• Ability to grow within the Project
• Competitive salary
• Fully remote working mode, with the ability to visit the office, at your discretion
• Vacation 24 days a year
• Training – 50% of the cost of the course