Customer Service Delivery Coordinator

About the job

As a Customer Service Delivery Coordinator, you will be the key point of contact for clients, managing requests through our ticketing system and ensuring efficient internal processes. You will maintain effective communication between clients and internal teams, ensuring software-related issues are resolved within defined Service Level Agreements (SLA). Your primary goal will be to drive customer satisfaction through timely issue resolution within budget constraints. Additionally, you will handle timesheets, generate monthly reports, and ensure all activities are aligned with existing service agreements.

What will be your key responsibilities:

• Client Request Management:
  • Take responsibility for complete lifecycle of software support tickets (receiving, analyzing, processing, testing and approving with clients) via the JIRA ticketing system.
  • Address tickets directly or delegate requests to the appropriate specialists (e.g., programmers, testers, or other technical experts).
  • Monitor the status of client requests, ensuring timely follow-ups and effective resolution to maintain high customer satisfaction.
  • Understand current service agreements and ensure all support activities are aligned with terms and conditions.
• Reporting & Budget Management:
  • Handle timesheet management and generate detailed monthly reports on client support activities.
  • Monitor budget consumption and ensure adherence to financial guidelines.

What we expect:

• Good understanding of Software development lifecycle, SaaS platforms, technical troubleshooting, and software application support.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong interest in technology and the ability to quickly learn sophisticated platforms and applications.
• Strong organizational skills, with the ability to manage multiple tasks simultaneously and under pressure.
• Keen attention to detail and excellent problem-solving abilities.
• Professional, assertive, yet polite demeanor with a customer-focused mindset.
• Good command of English (B2/C1 level) and Czech (B1 level) are required; German would be a strong advantage.
• Proficiency in MS Office suite.

What is nice to have:

• Previous experience in B2B customer service, customer support, or client-facing roles in a software or tech environment.
• Knowledge of ITIL framework.
• Experience with Jira, Confluence, or similar tools.
• Experience in a client-facing role within an IT or large corporate environment.
• Experience with project management of software development and implementation projects.
• Proactive problem management skills, including trend analysis to anticipate potential issues.

What's in it for you:

• Inspirational environment: Work on complex international projects using agile methodologies. An informal working environment with innovative colleagues
• Flexible work environment: Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Vacation and time off: Guaranteed 5 weeks of vacation
• Education: Personal growth and challenging work with endless possibilities. Training, conference attendance, e-learning programs, mentoring
• Remuneration: A salary tailored to your qualities and experience
• Additional employee perks: Discounts with business partners, participation in team buildings, diversity food days, meetups, and knowledge snacks, arrangement of MultiSport card
• Seamless mobile communication: Discounted T-mobile Family tariffs for family members