What the job is about:
As an Intake Specialist, you will be a key player in ensuring that our clients receive top-tier support and seamless service while using 'Miles,' our advanced ERP software.
After new implementations and the subsequent hyper-care period, our support team takes the reins to maintain and enhance client interactions and software functionality.
You will be part of a vibrant, multidisciplinary team focused on sustaining high client satisfaction and operational excellence.
nYour Responsibilities:
nnReceive and detail customer requests through the Service Desk portal, ensuring all necessary information is collected, including error specifics and urgency.nAssess and prioritize requests based on their urgency and impact, addressing critical issues promptly according to service level agreements.nRoute requests to the appropriate internal team or specialist based on the nature of the issue.nRegularly update customers on the status of their requests, tracking all issues to ensure they are resolved within agreed SLA timelines.nMaintain clear and continuous communication with customers, acting as the primary point of contact throughout the lifecycle of their requests.nCollaborate with service delivery managers to align service delivery with customer expectations and contractual obligations.nOversee the setup and monitoring of SLAs and maintain detailed records of customer-specific deploymentsnnYour Skills and Interest:
nnA degree in IT, engineering, economics, or a related field is preferred.nStrong organizational and time management skills to manage multiple tasks and priorities effectively.nExcellent communication skills in English, with additional language proficiency considered a plus.nA customer-first mindset, with a proactive approach to understanding and resolving client needs.nAbility to work effectively in a team and independently as required.nnWe Offer:
nnA competitive salary, paid 14 times a year.nComprehensive medical insurance fully covered by the company.nA daily meal allowance of u20ac9.60 for each day worked.nFlexible working hours and the option to work from home.nA modern office environment with excellent accessibility and facilities.nA tailored six-month onboarding process with a dedicated job coach.nRegular team events such as after-work drinks and BBQs.nnWhy work at Sofico?
Joining Sofico means more than just securing a job.
It is an opportunity to be part of an organization that values growth, innovation, and people.
Whether you are managing our software support or engaging with clients, your work will make a substantial impact every day.
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