Project Coordinators (8)

	 	 
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 ideal.smajli@procurri.com and specify which shifts you are open to.