Service Delivery Coordinator

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Assist in coordinating CX service delivery and daily operations in accordance with SLA requirements.

• Collaborate closely with Genesys Cloud CX consultants, engineers, and support teams to monitor service activities and delivery progress.

• Oversee service requests, tickets, shifts, and operational metrics to ensure prompt response and issue resolution.

• Engage in incident coordination, follow-up activities, and customer communication concerning support status and service metrics.

• Generate service reports, operational updates, and support internal service review meetings with clients and delivery teams.

• Ensure the maintenance and updating of service documentation, knowledge base articles, and operational procedures.

• Work with customers within the framework of Service Delivery (service status review, service reporting, issues troubleshooting).

• Partner with internal teams to discover opportunities for service enhancements and operational efficiency.

⛳️ Requirements

• A minimum of 2 years’ experience in IT services, service delivery, project coordination, customer support, or related fields.

• Familiarity with ITIL frameworks, PMBOK principles, Genesys Cloud or other call-center solutions, Jira, and SNOW is beneficial.

• Experience in managing support teams.

• Knowledge of technical support methodologies is an advantage.

• Excellent organizational skills with the ability to manage multiple activities simultaneously.

• Strong written and verbal communication abilities.

• Analytical mindset with a keen eye for detail.

• Willingness to work during PST hours, with a flexible schedule and readiness for weekend shifts.

• Interest in cloud technologies, CX platforms, and service operations.

• Proficiency in English at an upper-intermediate level or higher, capable of communicating with US customers to clarify requirements or requests.

• Proficiency in Spanish is a plus.

🏝️ Benefits

• Culture of Relentless Performance: become part of an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package that includes health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility that remote work offers.

• Growth Mindset: benefit from a variety of professional development opportunities, such as certification programs, mentorship, talent investment initiatives, internal mobility, and internships.

• Global Impact: work on significant projects for top global clients and help shape the future of various industries.

• Welcoming Multicultural Environment: be part of a dynamic, global team and excel in an inclusive and supportive workplace featuring open communication and regular team-building social events.

• Social Sustainability Values: engage in our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.