Service Coordinator

TL;DR

Service Coordinator: Coordinating day-to-day activities within the Service Desk to ensure efficient and high-quality ticket resolution with an accent on monitoring performance trends and leading operational service calls. Focus on managing high-volume ticket environments, prioritizing tickets based on severity, and enhancing self-service efficiency through knowledge management and AI adoption.

Location: Flexible hours with home based- working possibilities

Company

hirify.global offers services that require a great deal of trust from their customers.

What you will do

• Manage day-to-day cross-team activities to ensure a seamless workflow across different support levels.
• Lead "Service Calls" focused on short-cycle ticket reviews with partners and clients to align on open items.
• Coordinate the immediate response and internal priority setting for P1 cases, Privacy & Security breaches, and VIP tickets.
• Track and report on SLAs, backlog status, and ticket quality, while identifying root-cause trends for problem tickets.
• Manage the Help Center and Knowledge Base while coordinating partner training and AI-driven support initiatives.
• Serve as the bridge between Sales/Onboarding teams and the Service Desk, specifically managing internal escalations via dedicated group chats.

Requirements

• Significant experience in IT support or service coordination, with a proven ability to manage high-volume ticket environments and meet operational deadlines.
• Accountable for the tactical execution of service delivery, with the authority to prioritize tickets based on severity and business impact.
• Proficient in modern ticketing tools and dashboard, specifically Intercom (RDR dashboards) and Jira, and can translate raw data into actionable trend reports.
• Excellent verbal and written communication skills in French and English.
• Critical thinking skills to perform root-cause analysis on problem tickets and identify trends to prevent recurring issues.
• Highly responsive in managing escalation channels and outage notifications, with a mindset focused on continuous improvement and the adoption of new technologies like AI.

Culture & Benefits

• Market-conformed gross salary that reflects your skills and experience.
• Insurance package (hospitalization, guaranteed income and pension benefits), as well as meal vouchers.
• Flexible hours with home based- working possibilities to allow our employees a healthy work- life balance.
• Committed to fostering a diverse and inclusive workplace where everyone feels valued and respected.
• Dedicated to ethical practices and making a positive impact through our innovative solutions.