Projects Coordinator for Ciklum Support Center (Lviv)

Lviv, Ukraine

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Ciklum Support Center delivers efficient and timely customer and technical support. We can either support the efforts of your existing in-house team or provide a complete turnkey support solution.
Ciklum’s support personnel serve your customers in a friendly and professional manner: we respond to customer queries and resolve issues quickly.

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Description

On behalf of Ciklum Support Center, Ciklum is looking for a Projects Coordinator to join the Lviv team on a full-time basis.

Our Support Center’s goal is to provide customers with a top-class assistance.

We are looking for service oriented specialist with excellent English language and excellent communication skills.

You will play an  important role in the day-to-day support functions, lead the team responsible for troubleshooting problem areas (in person, by telephone, via e-mail, remote control, etc.) in a timely and accurate fashion.

Responsibilities

Work is typically performed without daily supervision, receiving guidance from manager/supervisor about the overall goals. This position needs to be able to exercise high level of discretion and latitude in completing tasks.

  • Pre-sales support and consultancy
  • Responsible for projects launch, incl. planning, developing process and documentation, etc.
  • Constantly assess customer feedback and make necessary improvements, conduct evaluations with customers on the phone, via e-mail etc.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Initial escalation point for all user requests. Be accountable for the quality of service and team performance
  • Drive internal and external service review meetings covering performance, service improvements, quality and processes
  • Provide regular and accurate management reporting on service performance
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

Requirements

  • Able to demonstrate the ability to undertake the responsibilities
  • A passion for Service Improvement
  • Previous experience as a Team Lead
  • Experience with Jira, Confluence, Zendesk/Freshdesk or other systems will be a plus
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Good technical background would be a plus

What's in it for you

  • Variety of knowledge sharing and training opportunities
  • Unique working environment where you communicate and work directly with client
  • Competitive salary
  • Career and professional growth
  • Possibility to work in a big and successful company
  • Long-term employment with 20 working-days paid vacation and other social benefits
  • Working in centrally located office with warm atmosphere which creates really good working conditions