Remote Incident & Customer Success Coordinator

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

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.