Service Coordinator

hace 6 días

Barcelona, España SEAT:CODE A tiempo completo

**Description**:
At SEAT CODE, we thrive in a dynamic, start-up environment where innovation and collaboration are key. We're looking for a passionate and driven HOLA Support Service Coordinator to join our team

**Main Responsibilities**
- **Service Governance**: Ensuring full continuity of the support processes end to end and best practices are followed.
- **Service Operations and Delivery**: Overseeing daily operations and ensuring that service is delivered according to agreed-upon standards (SLAs). This involves monitoring service performance, managing incidents, and ensuring the availability and reliability of the service.
- **Service Performance and Reporting**: Monitoring and reporting on the performance of the service. Creating and maintaining dashboards and reports that provide insights into service performance, and using this data to drive continuous improvement.
- **Stakeholder Relationship Management**: Acting as the point of contact for internal and external stakeholders concerning the service. Ensuring high levels of customer satisfaction by addressing concerns, solving problems, and proactively communicating about service disruptions or changes.
- **Team coordination**: Coordinating operative tasks & backlog of the HOLA support team.
- **Level 1 service support**: operative incident management support for tickets coming from importers related to websites and eCommerce platforms.
- Identify, log, and categorize incidents accurately.Provide initial diagnosis and troubleshooting for reported incidents.
- Escalate unresolved incidents to second-level support or relevant teams.
- Communicate incident status and updates to stakeholders.
- Document incident resolution steps and maintain incident logs.
- Collaborate with cross-functional teams to ensure timely resolution of incidents.
- Participate in incident review meetings and contribute to continuous improvement initiatives (recurrent problem identification)
- Assist in the development and maintenance of incident management procedures and documentation.

**What we offer**

Possibility to work remotely within Spain (you can work from any city of Spain )
- 2.200€ per year in social benefits
- 2.000€ per year in trainings
- Daily Snacks: We try to promote healthy living habits. You will find in our canteen many nuts, fresh fruit, salads,...
- Flexible working hours: We understand the importance of work-life balance
- 26 days for your vacations
- Best technology for your needs
- Nice located offices
- English as the official speaking language.

**Requirements**:
**Required Skills**:

- Demonstrate expertise in Operations/Service Desk with knowledge of ITSM and ITIL v4 Frameworks, certification will be a plus.
- Experience working within an agile environment.
- Experience in operations management, procedures, protocols, change management, and helpdesk tools.
- Advanced knowledge of Jira Platform and understanding of its capabilities, usage, and ways of working.
- Willingness to learn new technologies and skills with a continuous improvement mindset.
- High capacity for prioritization and efficiency-oriented work.
- Proven initiative and proactivity with a customer-oriented approach.
- Teamwork and good communication.
- Spanish & English (spoken and written).

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