At Hexagon, our physical security team develops software to safeguard your world. Our video and incident management solutions help our customers to quickly resolve incidents and minimize their impact. We are a global company headquartered in US, with service teams in US, UK, India, Israel and Germany. Become part of our extraordinary team and help us create a safer world! This role is ideal for someone who loves to solve complex technical software problems and enjoys facilitating collaboration between teams.
About the Role
To enhance our support efficiency, we are introducing a new role for our location in Bruchsal, Germany: Software Support Coordinator(m/f/d). In this role you are the central connector between support and development and manage support cases and priorities ensuring our customers receive the highest level of service. This position offers a remote work arrangement. As part of our global hiring process, please submit your CV in English.
Main Responsibilities
Coordinate in general the flow of T4 („escalated to development“) support cases for our products
Optimize the processing of support cases
Keep all stakeholders up to date (proactive communication between costumers and stakeholders and keep them up to date regarding status and progress)
Ensure developers have all necessary information when taking on a case
After coordination with Sales, Professional Services, Support and product management, you determine the processing order of the cases
Ensure KPI compliance
Lead regular meetings with the support and the development teams
Collect information for higher-level status meetings, e.g. with customers
What we are looking for
Completed IT training, degree, or equivalent qualification
Several years of experience in third level IT support
Experience in project management is a plus
Experience in an agile work environment desired
Fluent in English and German
Structured way of working, good communication skills and ability to work in a team
What we offer you?
30 days of vacation
The perfect blend of an international company with local culture
Opportunities for professional and personal development
Hybrid or remote work
Joint team and company events such as hackathons, barbecues, company runs and more
Bike leasing for your health
Passionate about optimizing support workflows and ensuring seamless communication between teams while contributing to global safety and security? Apply now! Please include your CV and salary expectations