Company: Procurri
Department: NOC
Working Location: Kosovo
Job Title: Project Coordinator
Reporting to: NOC Manager

SUMMARY OF POSITION:

Why does the position exist, with what permanent objectives and within what limits

This position has primary responsibility for triaging and servicing assigned cases in accordance to Procurri & Customer
SLAs.

RESPONSIBILITIES
Specify % of time for each responsibility and the measurement criteria for each responsibility.

Essential Job Functions

• Accept open cases that are assigned by Queue Manager.
• Manage assigned open cases providing customer resolution within the SLA, i.e. providing responses, and updates.
• Ensure case data and case comments are accurate and complete at all times.
• Utilize predefined and unique responses as required to call home alerts, in addition to troubleshooting more complex
  issues as they arise.
• Utilize Remote and Diagnostics tools as needed to assist customer in basic troubleshooting.
• Follow pre-defined tasks and processes within the platforms case management framework.
• Coordinate and dispatch Field Engineers for Remote Hands Requests when applicable, ensuring all necessary details are
  included to perform the required task.
• Effectively coordinate support work with sub-contracted vendors.
• Order/dispatch parts from the appropriate designated resource.
• Understanding the Escalation Process as related to case severity.
• Accurate, concise, professional communications internally and externally.
• Work diligently with L2 and L3 and SME support to drive cases to closure.
• Mentor and assist in developing Technical Associates and new employees.
• Operate with a critical thinking mindset
• Regular attendance and timeliness.

Working hours:

2 x 9:00 am – 5:30 pm 5 days on and 3 days off.
4 x 5:30 pm – 1:30 am 5 days on and 3 days off.
2 x 1:00 am – 9:00 am 5 days on and 3 days off.

Other Job Functions

• Attend required training sessions as assigned.
• Perform other duties as may be assigned or required

POSITION COMPETENCIES:

Accuracy: Attention to detail is critical in ensuring SLAs are achieved. If SLAs are not met a Cause Analysis
must be performed.
Problem Solving: Has a basic understanding on how to triage and diagnose problems as they pertain to the
assigned cases.
Teamwork: Able to work respectfully with all members of the team and is willing to share experience as well
as all lessons learned along the way.
Documenting: Providing concise and detailed information into Salesforce on a continual basis.
Adaptation: Learns quickly in the context of an activity when giving the proper direction and guidance.

JOB DESCRIPTION FORM

Contribution: Provide feedback on identifying improvements and processes within Engineering & Support.

CORE COMPETENCIES OF PROCURRI ENGINEERING & SUPPORT:

Quality: The extent to which an employee’s work is accurate, thorough and neat.
Productivity: Can produce a significant volume of work efficiently in a specified period of time.
Job Knowledge: Possesses the practical/technical knowledge required on the job.
Initiative: Seeks out new assignments and assumes additional duties when necessary.
Interpersonal Relationships: Is willing and demonstrates the ability to cooperate, work and communicate with
coworkers, supervisors, subordinates and/or outside contacts.
Judgement: Demonstrates proper judgement and decision making skills when necessary.

DESIRED QUALIFICATIONS & COMPETENCIES

(Knowledge, behavior, skills and capabilities required for success in this role)
1. Bachelor degree on Computer Science or Business Management.
2. 1 year of prior customer facing experience in a technical industry preferred.
3. Strong communication, organizational and interpersonal skills.
4. Computer Skills: Computer proficiency with Microsoft and Internet applications.
5. Preferable : Experience with Salesforce

Benefits
Good work environment.
Professional growth career
Competitive salary
Health Insurance
20 paid holidays.
Non Functional / Technical competencies
See above

REQUIRED EXPERIENCE
Essential:
See above

PHYSICAL REQUIREMENTS
N/A

Please send your CV to [email protected] and specify which shifts you are open to.