Customer Service

Description

**Are you passionate about technology and eager to see how your work transforms the real world?** At our company, you will join a collaborative team that supports you at every step. If you seek an environment where your impact is tangible and your professional growth is guaranteed… This opportunity is for you! **What will be your mission?** Act as the coordination point between customers and internal teams, strengthening customer relationships, streamlining communication across the organization, and ensuring end-to-end ticket management (proactive monitoring, consistent documentation, accurate reporting, and effective operational follow-up). Help reduce project management dependency in daily operations, better anticipate customer needs, and consolidate a more analytical, centralized, and trust-based support model. **Your responsibilities will include:** * Customer relationship and service coordination: Serve as a reliable point of contact for customers and internal teams, understanding the customer context, service scope, and operational priorities. Proactively communicate relevant issues, follow-up actions, and service status to foster an efficient, professional, and trust-based relationship. * Fulfillment of customer commitments: Ensure adherence to agreed commitments, including SLAs, periodic updates, report delivery, and other agreed obligations. * End-to-end management of operational needs and information: Manage recurring customer requests from receipt through to closure, ensuring appropriate prioritization, tracking, documentation, escalation, and resolution. Maintain Jira as the primary operational repository to avoid information dispersion across emails, chats, or other informal channels. * Preventive monitoring and incident analysis: Contribute to a preventive service model by reviewing alerts, detecting potential incidents early, and anticipating their impact on customers. Analyze recurrence patterns and operational trends to identify root causes, improvement opportunities, and actions to reduce repetition. * Reporting and service visibility: Prepare internal and external reports using neutral technical language, consistent data, coherent charts, and clear summaries covering completed activities, open and closed tickets, key topics, and pending actions. * Operational governance and process improvement: Apply and propose improvements to operational response policies, escalation procedures, change management, communication planning, and pending ticket tracking. * The above responsibilities do not exclude performing other activities necessary for the company’s proper functioning. * Timely compliance with organizational methodologies and processes **What will set you apart?** * Sufficient experience to operate autonomously in your day-to-day work. * Ability to hold fluent conversations in English, as you will collaborate with teams across multiple countries and both meetings and written communication may be conducted in English. * Technical or university education in computer science, telecommunications, engineering, systems administration, service management, or related fields. * Experience or additional training in technical support, customer service, incident management, data analysis, and ticketing tools such as Jira will be valued. * Knowledge of the full water cycle and the hydraulic sector. * Additional training in IT service management, SCADA, GIS, databases, etc., will be valued. * Management knowledge will be valued: incident lifecycle, escalation models, monitoring, change management, and preparation of professional service reports. * Certifications such as PMP, ITIL, and AGILE will be valued. * Three years of experience in customer service, technical support, incident management, or service operations environments. So, if you want to make an impact on the world, do it alongside a team that supports you in everything you need, and within a company where growth opportunities are real, Idrica is the place for you!