Customer Incident Coordinator (m/f/d)

netcup; Graz; Hybrid; EUR 50.000 - 62.000; Vollzeit

Benefits dieser Stelle

Flexible working hours

Training and mentoring

Free parking

Mobile phone and notebook

Snacks and drinks

Employee events

Zusammenfassung

netcup is seeking a Customer Incident Coordinator (m/f/d) for full-time work across Vienna, Graz, Klagenfurt or remote. You will be the primary contact and escalation point for customers during critical incidents, coordinating between clients and internal technical teams and ensuring professional incident communication and documentation.

The ideal candidate has completed IT education or equivalent experience, fluent German and English, and knowledge of ITSM/ITIL and SLAs.

Qualifikationen

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

Aufgaben

• 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 SLAs and contractual commitments
• Track the implementation of corrective actions and continuous improvements following incidents
• Contribute to ongoing optimization of the Incident Management process
• Maintain a strong focus on customer satisfaction as part of the Customer Success Management team

Kenntnisse

Incident coordination

Escalation management

Customer communication

ITIL/ITSM knowledge

German and English language

Ausbildung

Completed IT education (technical college, university, or equivalent) or comparable professional experience

Jobbeschreibung

Customer Incident Coordinator (m/f/d)

as of now | Full-time | Vienna, Graz, Klagenfurt, Remote

Salary: from € 56.000 gross/year, depending on qualification and experience.

Be Yourself - Because that´s how we want You to be

We can, we want and we are also entitled to - because we are a team of highly motivated and qualified employees who are as passionate about inspiring customers as we are about working on technical solutions. And that makes us unique! If you want to take yourself and our products further, then come to us and shape the future of netcup!

You stay calm under pressure, keep a clear overview in challenging situations, and enjoy guiding customers through critical incidents?

If customer focus, coordination, and escalation management are your strengths, then become part of our Customer Success Management team at Anexia!

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

WANTED

• - Completed IT education (technical college, university, or equivalent) or comparable professional experience
• - 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

WHAT WE OFFER

We are more than just a workplace. Therefore, we offer our employees many benefits (which partly depend on your position and location): good transport connections and flexible working hours. Period. Not to mention further training, a mentoring program, free parking, a mobile phone and notebook, snacks and drinks, company cars, employee events, a fun corner, ...

ABOUT

Founded in 2008, the company has been part of the international Anexia Group since 2016 and, as an Internet Service Provider, serves over 75,000 business and residential customers worldwide. Our main strength lies in the provision of web hosting, virtual and dedicated servers, and support of the same through management services. We also offer our customers a large selection of Top Level Domains.

Worldwide, we serve over 200,000 satisfied customers with 400,000 domains.

Our quality has won several awards - picking up a 'Very good' from CHIP computer magazine.

Part of the Anexia Group with over 400 employees and 6 office locations worldwide.

netcup - Webhosting, Server und Domains Telematica Datasix Datacenter Datasix Datacenter

Do you still have questions?

Daniela KOZÓ | Email: [e-mail]