Role Summary

The Coordinator for Service Management delivers exceptional customer service, effectively coordinates service teams, and ensures prompt, efficient, and professional handling of customer inquiries and requests.

Key Responsibilities:

• Manage and respond to customer service requests, offering timely technical support.

• Continuously monitor and assess customer satisfaction, identifying improvement opportunities and implementing necessary corrective actions.

• Develop and nurture strong, positive relationships with customers, proactively addressing their requirements.

• Uphold and enhance customer service standards, consistently exceeding customer expectations.

• Collaborate cross-functionally with various departments to optimize customer service processes.

• Monitor and evaluate customer service team performance metrics, identifying gaps and initiating improvement strategies.

• Provide comprehensive training, guidance, and mentorship to team members, fostering skill development.

• Serve as the primary point of contact for customer inquiries, providing prompt and professional support.

• Accurately create, update, and manage customer account information.

• Ensure the integrity and accuracy of customer account data.

• Deliver customer-focused technical support through phone, email, and chat interactions.

• Efficiently troubleshoot and resolve customer issues related to product functionality and usability.

• Conduct customer training sessions to facilitate optimal product utilization.

• Collaborate effectively with internal teams (sales, marketing, engineering) to resolve customer concerns.

• Demonstrate expert-level knowledge of ITIL principles, SMAX capabilities, and industry best practices.

• Design, plan, and lead implementations of ITSM solutions, including extensive knowledge of ITSM products such as SMAX.

• Produce clear and comprehensive solution architecture and design documentation.

• Possess knowledge of UCMDB and Universal Discovery best practices.

• Clearly identify, document, and negotiate current and future service requirements through Service Level Agreements (SLAs) and Service Level Requirements (SLRs).

• Agree upon and formalize service delivery expectations and commitments with customers.

Minimum Qualifications:

• Bachelor’s degree or higher in Computer Science or a related field.

Skills & Knowledge:

• Proven capability to work efficiently under pressure and meet tight deadlines.

• Strong independent planning, organizational, problem-solving, and initiative management skills.

• Extensive technical expertise across various Information Technology domains.

• Comprehensive knowledge of IT solutions and industry best practices.

• Excellent communication, mentoring, and team development skills.

• Strong analytical, critical thinking, and problem-solving abilities.

• Fluent proficiency in English (reading, speaking, writing, and listening).