Customer Support Coordinator
Overview
Customer Support
You will be part of the SDL Tridion Customer Support Centre within SDL Tridion Professional Services. High customer satisfaction and reference-able customers are the ultimate goal. Located in Amsterdam, San Jose and New York, the SDL Tridion Global Customer Support Centre provides support services to its customers around the globe. SDL Tridion Customer Support maintains a strong working relationship with the SDL Tridion Research and Development department in order to ensure timely delivery of software fixes to its customers.
It is SDL Tridion’s philosophy that Support Services are a true differentiator. That’s why everything we do is done with the customer’s experience in mind. The team currently consists of seven professionals based in Amsterdam. SDL Tridion Customer Support Centre has strong growth targets for the next two years.
Roles and Responsibilities
The Customer Support Coordinator is responsible for the intake and prioritisation of the support tickets and the assignment of the tickets over the support team. Customer Services is all about the attitude towards the customer and being able to focus as an engineer on the customer’s experience.
- Being the first point of contact for Customers and Partners in the Support Team.
- Effective communication with the Customers and Partners in order to obtain a clear understanding of the support case.
- Intake, validation and registration of the tickets in the support ticket tracking system and own the majority of the non-technical support requests from customers and partners.
- Prioritising the tickets based on criteria like: business impact and technical severity
- (Re)assign the tickets to the support team members based on criteria like: langue skills, technical skills, customer, etc.
- Monitor progress and re-assign priorities
- Regularly communicate with the customers about the status of escalated tickets.
- Reports on service levels as agreed upon with the SDL Tridion Customers, Partners and internal organization.
- Assists the Manager Support by following up on satisfaction and quality deliverance of the service.
- Oversees the entitlement and provides license keys to customers and partner by consulting sales and maintenance contracts.
- Oversees the software shipment process by creating sufficient stock and ensuring timely delivery of software to customers and partners.
- Manages the planning and financial aspects for onsite support requests from internal and external customers.
- Oversees the Enterprise Continuity Service delivery by providing reports and input to the Enterprise Continuity Support Engineers.
- Formally introduces Enterprise Continuity Services to customers
- Knowing that Customer Support is all about the attitude towards the customer and being able to focus the team on the customers experience
The Customer Support Coordinator reports to Manager Customer Support.
Skills, Experience and Personality
Dynamism, Teamwork & Co-operation, Learning Ability, Result- focus and Communication skills. The Technical Support Engineer is highly service minded. As a support professional you have an excellent feeling for customer needs and the ability to communicate that to the rest of the organization. The Customer Support Coordinator can shift priorities quickly and displays a positive approach when facing obstacles.
- Customer oriented attitude and being pro-active
- Relevant working experience in a Software or Services organization.
- Strong communication skills
- Ability to cope with stressful situations
- Drive and enthusiasm
- Up to date about the technologies in the e-Business / Internet area
- Open mentality
- Team player
- International orientation and or experience
- Excellent MS Office skills
- Excellent in both written and spoken English and another European language