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Technical Support & Customer Service Coordinator

Company: Arcadis International
Location: Buffalo
Posted on: November 18, 2021

Job Description:

At Arcadis we focus on attracting, retaining and developing people who share our passion and commitment to improve quality of life. In return we offer you the opportunity to transform your world and the world around you, that could be through client work, upskilling yourself, championing equality and inclusion or getting involved in charity work, to name just a few. Our people value different perspectives, they care about the sustainability of our planet and dare to shape the future. One of our core values is 'people first', and supported by our Lovinklaan foundation, we invest in you for the long term, to ensure you reach your full potential. You'll have the opportunity to own your career and work on industry-defining projects, finding solutions to real challenges that make a difference to people's lives. You're encouraged to have a growth mindset and are given the space to develop personally and professionally, building a flexible career that works for you. Successful applicants for this position must have received or be willing to receive the COVID-19 vaccine and be fully vaccinated, or have a valid waiver, by date of hire. Proof of vaccination is required. Role description: Arcadis is seeking a full-time technical support and customer service coordinator to join the Arcadis Sustainment Team. This individual will assist in overseeing and coordinating the activities of the technical support teams, ensuring customers receive optimal support and service. Role accountabilities:

  • Owns the overall coordination of the sustainment process by working with the Arcadis Sustainment Team and Customer resources to coordinate the prioritization, estimation, and resolution of support requests based on Customer Service Level Agreements.
  • Serves as the primary point of contact / customer service representative for the Customer and sets expectations throughout the sustainment process.
  • Performs quality checks on support requests at various points throughout the Sustainment Process to ensure they are properly vetted, qualified, and routed, along with being accurately documented.
  • Responsible for properly routing support requests to the appropriate Arcadis Techincal Consultant based on resource availability.
  • Coordinates and facilitates support request review meetings direct with the Customer based on their preference (weekly, monthly, etc.).
  • Works directly with the Arcadis Sustainment Practice Lead to continually evolve and improve the Sustainment Process and Sustainment Services provided to customers.
  • Assist in the training and education of the Arcadis Sustainment Process to other members of the Arcadis Sustainment Team.
  • Assist with system administration duties related to the Freshdesk Cloud Support Software. Qualifications & Experience: Required Qualifications:
    • Minimum of 3 years working in a techincal support/customer service environment. Preferred Qualifications:
      • Hands on experience working with the Freshdesk Could Support Software.
      • Experience administering and/or working with cloud-based Support Software
      • Exposure to Environmental Management Information Systems (EMIS) (e.g., Enablon, Intelex, Cority, Sphera).
      • General knowledge of the Environmental, Health, Safety, and Sustainability (EHS&S) industry. Why Become an Arcadian? Our work with clients has a direct impact on people's lives and on the planet. We make moving, living and belonging in cities safer, more resilient and more sustainable. By partnering with our clients as responsible custodians of our earth's resources, we can create a sustainable planet. We continue to think of new ways to make positive impacts and create better experiences for people; data driven and digital solutions have become part of the Arcadis DNA. Working together with clients and using techniques like design thinking, we can get to the heart of our clients' most pressing challenges and work together to solve them. As a global business, we have committed to support five of the UN's Sustainable Development Goals to ensure that our projects contribute to a better and more sustainable future for all. But it's not just the work that we do on client projects that benefits communities and our planet. As a global business, we are committed to making a positive impact to society by supporting local communities where we operate. To help protect our planet, we monitor and measure non-financial information to inform business decisions and reduce our own environmental impact as part of our commitment to be net zero carbon as a global company by 2030. Our Commitment to Equality, Diversity, Inclusion & Belonging: We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. We are an equal opportunity and affirmative action employer. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. We are dedicated to a policy of non-discrimination in employment on any basis including race, creed, color, religion, national origin, sex, age, disability, marital status, sexual orientation, gender identity, citizenship status, disability, veteran status, or any other basis prohibited by law. Transform Your World

Keywords: Arcadis International, Buffalo , Technical Support & Customer Service Coordinator, IT / Software / Systems , Buffalo, New York

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