Job
In this role, you coordinate critical customer incidents as the main point of contact, monitor SLA compliance, document incidents, and work on optimizing the incident management process to ensure high customer satisfaction.
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Your role in the team
- Primary point of contact and escalation point for customers during critical incidents.
- Coordination between customers and internal specialist departments during incident resolution.
- Ensuring professional and standardized incident communication and documentation.
- Monitoring compliance with customer-specific service levels (SLAs) and contractual agreements.
- Tracking actions and improvements following incidents.
- Contribute to the continuous optimization of the incident management process.
- Strong focus on customer satisfaction as part of Customer Success Management.
Our expectations of you
Education
- Completed IT education (technical college, university of applied sciences, or university) or equivalent professional experience.
Qualifications
- Knowledge of ITSM/ITIL processes and Service Level Agreements (SLAs).
- Strong customer and service orientation.
- Excellent communication and coordination skills.
- Very good written and spoken German and English skills.
Experience
- Experience coordinating and/or managing technical incidents.
- Experience in escalation management and customer communication.
What we offer
- An environment where you can take on responsibility, contribute your ideas, and build sustainable solutions together with experienced colleagues.
- Salary starting at €56,000 gross per year.
- At Anexia, well-being is defined by six categories that we continuously develop further to reflect the spirit of the times and the needs we identify in our day-to-day work.
- Great work deserves great conditions.
Benefits
Work-Life-Integration
Higher take-home pay
Food & drink
Health, fitness & fun
Topics you will work on
Job locations
About your employer
Klagenfurt Am Wörthersee, Graz, Wien
Anexia was founded by Alexander Windbichler in Klagenfurt, Austria in 2006. The IT service provider offers high-quality and individual solutions in the area of cloud hosting and managed hosting as well as custom software development and app development.
- 50-249 Employees
- 2006
- Digital Agency
- Full Remote, Hybrid, Onsite
- Internet, IT, Telecommunication
Employer reviews
- Career growth
- 4.0
- Working conditions
- 4.8
- Engineering
- 3.2
- Team culture
- 4.0
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