Cloud Support Coordinator

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Cloud Support Coordinator

The Cloud Support Coordinator is part of the Cloud Support Team that reports to the Cloud Operations Manager.

The Cloud Support Coordinator, we are looking for, is a starter (2 years of experience) has eagerness to provide the best possible service, she/he will not be satisfied until the customer is. With excellent Dutch and English communication skills, excellent planning and organizational skills, she/he will make the difference in providing our customers with an unprecedented service experience.

The Cloud Support Coordinator, will be the first contact point for our customers, they will build a strong trusted relationship with our customer and take service levels as a matter of personal pride.

The Cloud Support Team is responsible for the uninterrupted operation and optimal performance of our platforms. We maintain the day to day operational relationship with our end-users. We will both proactively prevent possible incidents by effective monitoring as well as adequately respond to any incident or assistance request our  end-users might have.

SaaSplaza challenges herself in a continuous quest to improve service levels. Only the highest possible levels of customer satisfaction and a track record of flawless and uninterrupted service will be considered satisfactory.

The Cloud Support Team collaborates closely with all other teams at SaaSplaza. All SaaSplazians are IT professionals and experts in their own profession. The Cloud Support Team is expected to solve all 1st and 2nd line incidents within the Cloud Support Team. In case the complexity of an incident exceeds the available competence of the Cloud Support Team, resources and competencies from other teams, like the Cloud Software Engineers or Cloud Platform Engineers, will be aligned to assist in solving the incident as quickly and adequately as possible.

FULL-TIME · AMSTERDAM / SCHIPHOL AREA, NETHERLANDS

Our ideal candidate is an excellent communicator in the English and Dutch (written and verbal), who has a solid foundation of IT skills. 

Responsibilities:

• Responding to and taking ownership of all incidents and registering all activities

• Ensuring the highest Service Levels.

• Preventive monitoring of the health and status of the platform and systems;

• Giving regular updates to the customers and keep them in the loop.

• Being the link between the engineers and the customers.

• Optimizing the process and continuously improving it.

• Recognizing and making the link between reported problems

Requirements:

• MBO or HBO degree in IT

• 2 years’ work experience in a customer coordinating, technical customer focused position

• Full command of the Dutch and English language, if you speak German this is a big plus

• Affinity with Server Based Computing, Virtualization, Datacenter infrastructure and Security

• A fundamental understanding of IT service management and the ITIL business process

• TCP/IP, Networking knowledge

• A perfect Communication (verbal and written)

• Experience in a similar function is a plus but not necessary

Personal:

• Evident dedication to Customer Service and Customer Satisfaction

• Highly analytical and problem-solving nature

• Absolute Team player

• Excellent communicator

• Motivated and proactive, accurate, organized and reliable

• Driven with an undeniable ‘can-do’ attitude