Intake Specialist

What the job is about:
As an Intake Specialist, you will be a key player in ensuring that our clients receive top-tier support and seamless service while using 'Miles,' our advanced ERP software. After new implementations and the subsequent hyper-care period, our support team takes the reins to maintain and enhance client interactions and software functionality. You will be part of a vibrant, multidisciplinary team focused on sustaining high client satisfaction and operational excellence.

Your Responsibilities:

• Receive and detail customer requests through the Service Desk portal, ensuring all necessary information is collected, including error specifics and urgency.
• Assess and prioritize requests based on their urgency and impact, addressing critical issues promptly according to service level agreements.
• Route requests to the appropriate internal team or specialist based on the nature of the issue.
• Regularly update customers on the status of their requests, tracking all issues to ensure they are resolved within agreed SLA timelines.
• Maintain clear and continuous communication with customers, acting as the primary point of contact throughout the lifecycle of their requests.
• Collaborate with service delivery managers to align service delivery with customer expectations and contractual obligations.
• Oversee the setup and monitoring of SLAs and maintain detailed records of customer-specific deployments

Your Skills and Interest:

• A degree in IT, engineering, economics, or a related field is preferred.
• Strong organizational and time management skills to manage multiple tasks and priorities effectively.
• Excellent communication skills in English, with additional language proficiency considered a plus.
• A customer-first mindset, with a proactive approach to understanding and resolving client needs.
• Ability to work effectively in a team and independently as required.

We Offer:

• A competitive salary, paid 14 times a year.
• Comprehensive medical insurance fully covered by the company.
• A daily meal allowance of €9.60 for each day worked.
• Flexible working hours and the option to work from home.
• A modern office environment with excellent accessibility and facilities.
• A tailored six-month onboarding process with a dedicated job coach.
• Regular team events such as after-work drinks and BBQs.

Why work at Sofico?
Joining Sofico means more than just securing a job. It is an opportunity to be part of an organization that values growth, innovation, and people. Whether you are managing our software support or engaging with clients, your work will make a substantial impact every day.