Support & change coordinator/Level 2 Support

As a member of Thales Global Customer support team, the Incident/Change coordinator role will be instrumental in leading a team of support engineers to control and prioritizing customer incidents, service requests, questions, and changes.

The coordinator will also participate in the ticket intake and communicate with customers to request clarification. Next to that have meetings with customers for service level meetings and/or change planning meetings for the (small) changes that are picked up by the team.

The right candidate will have demonstrated success in team mentoring and coaching. This person will be responsible to manage and guide the Support team’s daily activities, notify the support manager immediately of critical Severity1/2 customer issues, assist in the coordination and delivery of weekly support metrics reports and be available to work on other support related projects as directed.

The below has been provided as examples of the type of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind the work assignments of this position with or without notice and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Key Areas of Responsibility

• Coordinate a team of tech support engineers while performing the following:

  • Encourage and promote Customer satisfaction through service delivery

  • Escalate issues and concerns to manager and other account stakeholders

  • Support team’s professionalism and responsiveness

  • Support systems and tools to achieve support goals

  • Support and contribute to the overall success of the support SOPs

  • Plan small changes with the team, manage the customer expectations and deliver to customer commitment

• Make decisions quickly, often with limited information

• Ability to work with other teams (Engineering, Professional Services, Customer Success) to achieve support goals.

• Provide an introduction meeting with customers to introduce the Client Services and explain the way of working.

• Be a strong advocate for customer satisfaction by driving contract/SLA agreements

Job Description

• Follow up with customers to gauge their satisfaction with problem resolution; identify support problem areas (i.e., negative trends).

• Follow up with customers to manage their expectations on change planning and know the essentials of the issues/changes to be a partner for the customer.

• Control the effort spend for paid changes so these small changes can be charged accordingly.

• Be accessible and available to the other support team members for after-hours escalations for Sev1 customer issues

Requirements:

• Bachelor’s degree in Computer Science /Engineering

• Total of 1+ years of experience in technical support or services environment, handling highly complex technical issues.

• Strong helpdesk CRM with 1+ years of experience

• You must be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed.

• You must be fluent in English.

Diversiteitsstatement

We vinden dat je baan de juiste work/life balance moet ondersteunen en het platform is om jóuw ambities waar te maken. Dat betekent dat gelijke kansen, inclusiviteit en een informele cultuur een essentieel onderdeel uitmaken van ons succes. Maar ook dat jouw gezondheid en geluk voor ons erg belangrijk zijn! Daarom bieden we je de flexibiliteit om te doen wat voor jóu belangrijk is; of dat nu parttime werken is, of werken vanuit huis, of de mogelijkheid om flexibel te zijn in je start- en eindtijden, we denken met je mee.

Security Requirements

In lijn met de basisbeveiligingsvereisten van Thales vragen wij kandidaten mogelijk om bewijs omtrent identiteit, werkvergunning en arbeids- plus opleidingsgeschiedenis. Sommige vacatures vereisen ook een security clearance die verdere informatie vereist. Voor meer informatie over wat er nodig is voor bepaalde security clearance, raadpleeg dan de General Intelligence and Security Service.

“Bij Thales krijg ik alle kansen en de ruimte om mijzelf verder te ontwikkelen, en dat als onderdeel van allerlei gave processen en projecten binnen de organisatie!”
Anoek Trainee

“Wat het voor mij aantrekkelijk maakt om hier te werken, is de diversiteit in opdrachten en het werken in verschillende teams met diverse disciplines. Zo blijf je jezelf ontwikkelen binnen het cyberdomein.”
Maurits Cyber Engineer

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