Customer Incident Coordinator (m/f/d)

netcup; Graz; Hybrid; EUR 50.400 - 61.600; Vollzeit

Benefits dieser Stelle

Flexible hours

Transport access

Mentoring program

Free parking

Mobile phone

Notebook

Snacks & drinks

Company car

Employee events

Fun corner

Zusammenfassung

netcup seeks a Customer Incident Coordinator (m/f/d) to guide customers through critical incidents from Vienna, Graz, Klagenfurt, or remote locations. This full-time role focuses on calm, organized incident management and effective escalation handling.

You will coordinate incident handling between customers and internal technical teams, ensuring professional communication and adherence to SLAs while contributing to ongoing process improvements and customer satisfaction.

Qualifikationen

• Completed IT education or equivalent professional experience.
• Several years of coordinating technical incidents.
• Experience in escalation management and customer communication.
• Knowledge of ITSM/ITIL processes and SLAs.
• Strong customer service orientation.
• Excellent communication and coordination skills.
• Fluent in German and English.

Aufgaben

• Act as primary contact and escalation point during incidents.
• Coordinate incident handling between customers and internal teams.
• Ensure professional, consistent incident communications and docs.
• Monitor compliance with SLAs and contractual commitments.
• Track corrective actions and continuous improvement after incidents.
• Contribute to optimizing the Incident Management process.
• Maintain focus on customer satisfaction within the Customer Success Management team.

Kenntnisse

Incident coordination

Incident management

ITIL/ITSM knowledge

Customer communication

German & English

Ausbildung

IT education or equivalent

Jobbeschreibung

Customer Incident Coordinator (m/f/d)

Location: Vienna, Graz, Klagenfurt, Remote. Full‑time. Salary: from €56,000 gross/year, depending on qualification and experience.

We are looking for a calm, organized professional who can guide customers through critical incidents, managing coordination and escalation.

Profile

• Act as the primary point of contact and escalation instance for customers during critical incidents
• Coordinate incident handling between customers and internal technical teams
• Ensure professional, consistent incident communication and documentation
• Monitor compliance with customer‑specific Service Level Agreements (SLAs) and contractual commitments
• Track the implementation of corrective actions and continuous improvements following incidents
• Contribute to the ongoing optimization of the Incident Management process
• Maintain a strong focus on customer satisfaction as part of the Customer Success Management team

Requirements

• Completed IT education (technical college, university, or equivalent) or comparable professional experience
• Several years of experience coordinating and/or managing technical incidents
• Experience in escalation management and customer communication
• Knowledge of ITSM/ITIL processes and Service Level Agreements (SLAs)
• Strong customer and service orientation
• Excellent communication and coordination skills
• Fluent German and English, both written and spoken

Benefits

We offer flexible working hours, good transport connections, further training, a mentoring program, free parking, a mobile phone and notebook, snacks and drinks, company cars, employee events, and a fun corner.

Contact

Marina MAROS
Email: [e-mail]