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Customer Success and Support

The AMCS Group customer success team provides you with the tools to succeed. In order to achieve this, we employ a structured point of contact, with clear hand-offs during the project lifecycle and a user engagement program designed to fuel your success. 

Incident Coordinator

Incident Coordinator

Why join our team?

AMCS is the leading global technology company providing innovative solutions to the environmental services industry through the AMCS Platform. Established in Limerick, Ireland in 2003, the company continues to grow operations globally and today employs 550+ people across 13 countries. AMCS delivers enterprise cloud-based software solutions for the waste and recycling industry worldwide supporting 2,750+ customers in 26 countries.


We are looking for an Incident Coordinator to join our Customer Support team to oversee all aspects of Incident Management. Our ideal candidate would have 1-2 years experience in a customer support role, excellent oral and written communication skills with both technical and non-technical audiences and experience with ITSM.


Responsibilities

  • Ensure that activities within the major incident process are being performed at a high level of quality and that it meets its associated Service Level Agreements.
  • Responsible for coordinating major incident calls, ensuring conversations remain on target focusing on the goal and recording actions and minutes.
  • Responsible for clear and concise communications on the status of incidents to the SLT.
  • Creation of quality communications and documentation including RCAs for internal and external audiences.
  • Participate in Incident review following major Incidents.
  • Identify potential problems and/or increasing trend of repetitive Incidents.
  • Coordinate Change Management activities within the Support Team.

 

Candidate Profile

  • 1-2 years Customer / Service Support experience.
  • Ability to work well in a high-pressure environment, whilst maintaining focus, sense of urgency and decisiveness.
  • Ability to work independently as well as within a team environment
  • Experience in Incident and Problem Management.
  • Excellent oral and written communication skills with both technical and non-technical audiences
  • Possess interpersonal skills, successful at developing and managing relationships at all organisational levels, both internally and externally.
  • Ability to communicates complex issues and to adapt message with all audiences.
  • ITIL qualified and experience of applying ITIL (IT Infrastructure Library framework) in the workplace an advantage.

 

Location
Limerick
Country
Ireland
Category
Customer Support & Success
Type
Full Time
Experience
NA
Language
English

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Webinar Cyber Security in the Cloud for the Waste and Recycling Industry

Safeguard your business continuity through cyber security

AMCS in partnership with Microsoft is pleased to announce the first in a series of seminars on the benefits of a cloud deployment model for waste and recycling organizations. Sign up now for March 3 15.00 BST |16.00 CET

Register for the webinar here