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

**Tasks and responsibilities**
Service and Support Coordination : Responsible for the complete coordination of preventive maintenance (PM), corrective maintenances (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 customer, act as facilitator in meetings;
Prepare and manage workorder for relevant;
Keep accurate records and document customer service actions and discussions through relevant tools;
Review and approve registered hours of appropriate and communicate 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 KPI's 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 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 improvement to the management
Services reporting and KPI's : Analyse statistics and compile accurate reports related to ticketing support, PM, CM, SD, planning and hours registration of the service team.


**Technical skills**
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, ...).
 
**Personal 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.


MAIN BENEFITS FOR YOU:
Work schedule standard working week, flexible working hours.
Salary per month 1500-2000$.
Fully remote working mode, with the ability to visit the office, at your discretion.
Vacation 24 days a year.