Data-Driven Service Assurance Specialist

EXA Infrastructure; Dublin; Hybrid; EUR 40,000 - 60,000; Full time

Job summary

EXA Infrastructure is seeking a Service Assurance Coordinator to deliver proactive, data-informed support for nominated accounts. You will own day-to-day service performance and work with internal teams and external partners to uphold EXA's high standards.

In this role you will analyse service trends, address issues before escalation, and present data-driven reports during operational reviews. The position offers a hybrid working arrangement with three days in the office and two days remote,

Qualifications

• Experience in customer service, service desk, or service coordination is advantageous.
• Strong analytical mindset with ability to interpret data and identify trends.
• Excellent communication, both written and verbal, with empathy.
• Detail-oriented and capable of managing competing priorities.
• Collaborative team player in a fast-paced environment.
• Proficient with Microsoft Office suite and data analysis tools.

Responsibilities

• Own day-to-day service performance and customer experience for assigned accounts.
• Conduct regular outbound engagement to align services with customer needs.
• Analyse customer history, service trends, and incidents to identify root causes.
• Address customer feedback to drive continuous improvement and satisfaction.
• Maintain oversight of open tickets with timely updates and SLA adherence.
• Prepare data-driven reports on satisfaction, metrics, and improvement initiatives.
• Collaborate with internal teams, vendors, and engineering to enhance service delivery.
• Use insights to identify opportunities for service enhancements and process optimisation.

Skills

Customer service

Data analysis

Verbal & written communication

Attention to detail

Problem-solving

Team collaboration

Tools

Microsoft Excel

PowerPoint

Outlook

Job description

EXA Infrastructure is seeking a Service Assurance Coordinator to deliver proactive, data-informed support for nominated accounts. You will own day-to-day service performance and work with internal teams and external partners to uphold EXA's high standards.

In this role you will analyse service trends, address issues before escalation, and present data-driven reports during operational reviews. The position offers a hybrid working arrangement with three days in the office and two days remote,