BG Back Office Support Coordinator

Coordinator ensures remote back-office support on end-to-end case management and deployment scheduling. Information about the position:

• Entry of cases in Customer Relations Management (CRM)/Case Management tools
• Monitoring of new cases in customer tools or email including their warranty check
• Parts lookup and ordering in different systems
• Push case in queues CRM/Case Management tools
• Dispatch case
• Monitoring of pending cases according to priority and deal SLA
• Perform case closure CRM/Case Management tools and customer tools
• Deployment planning and communication process with end users for individual deployments via workflow tool
• Catalog management, order entry and fulfillment tracking
• Deployment scheduling of end-user installation with on-site engineers when hardware available and onsite delivery team coordination
• Responsibility for individual case performance, turnaround time and adherence to individual custom deal SLAs.
• Migration of data from one system to a new software
• Documents management

Job Requirements:

• Bachelor’s/Master’s degree
• 1 + year of experience on administrative/ back-office support on customer projects role working with Customer Relations Management (CRM) systems and/or case management tools (optional).
• Previous experience with case management tools and Customer Relations Management (CRM) systems will be considered as an advantage
• Excellent communication skills in English - verbal and written
• Excellent knowledge in MS Office
• Able to work to deadlines and tight timescales
• Good collaborator – works well in a team environment
• Good at handling complexity – able to manage multiple tasks concurrently
• Diligent – good attention to detail
• Very good organisation skills
• Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
• Ability to influence others to achieve results that are in the best interest of the organization.
• Able to set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities

Information about the company: We are currently one of the largest IT service providers in Central and Eastern Europe with offices in Slovakia, Czech Republic, Bulgaria, Romania, Turkey and Poland. We employ over 800 qualified and experienced specialists from our state of the art delivery centers and technical training facilities. We are strategic partners with leading technology companies including: Cisco, Microsoft, Oracle, Avaya, IBM and HP to name a few. Soitron is also one of the very few Cisco Master Unified Communications accredited companies in Europe. More about us at www.soitron.com.