10 дней назад
Support Coordinator
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Support Coordinator (Software Support): Coordinating day-to-day software support services, including incidents, service requests, maintenance activities, customer communications, and service reporting with an accent on service-level tracking, stakeholder coordination, and operational efficiency. Focus on managing support queues, coordinating engineers and technical leads, monitoring SLA risks, and improving customer support processes.
Location: Hybrid in Aberdeen, Scotland, United Kingdom
Company
Business technology solutions provider serving the energy, public, and finance sectors through technology platforms, data, business applications, and specialist teams.
What you will do
- Monitor support mailboxes and service-management queues, logging, prioritising, and assigning customer requests.
- Track incidents, service requests, maintenance activities, service levels, and customer commitments.
- Coordinate engineers, Technical Leads, Operations, Sales, and customers to progress support activities and manage risks.
- Provide clear customer updates on incidents, requests, planned maintenance, and service performance.
- Coordinate on-call coverage, service reporting, contract changes, renewals, and mobilisation of new support agreements.
- Identify improvements to support processes, reporting, customer experience, and operational efficiency.
Requirements
- Experience in a service desk, application support, managed service, or customer support environment.
- Experience using ticketing or service-management platforms and monitoring incidents against defined targets or service levels.
- Strong organisational, coordination, communication, customer-service, and problem-solving skills.
- Ability to manage multiple priorities and collaborate with technical and non-technical stakeholders.
- Attention to detail and a proactive approach to operational issues.
Nice to have
- ITIL Foundation certification or knowledge of ITIL service-management practices.
- Experience supporting software applications or technology services.
- Experience preparing service reports, coordinating service reviews, or supporting contract renewals.
- Experience in software development, managed services, or technology organisations.
Culture & Benefits
- Flexible working arrangements designed to support work-life balance.
- Personalised career development plans and learning opportunities.
- Generous annual leave and enhanced family-friendly benefits.
- Pension scheme and access to private health, wellbeing, and insurance schemes.
- Inclusive workplace with equal-opportunity employment practices.
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