Store Support Operations Specialist

Role Overview

• Manage and oversee cases, requests, and incidents within a specific service business domain
• Act as single point of contact for escalations from front office and internal stakeholders
• Coordinate communication during major outages and critical incidents
• Support and coordinate service setup during project rollouts
• Organize and lead performance review meetings with stakeholders
• Follow up on agreed SLA with internal stakeholders
• Extract and analyze data, identify trends and translate them into improvement actions
• Create, maintain and optimize knowledge articles and standard solutions

Requirements

• HBO working and thinking level
• Minimum 5 years of experience in a Service Desk Backoffice role
• Strong analytical skills (Excel, reporting, trend analysis)
• Experienced in SLA management and incident coordination
• Excellent command of English (written and spoken)
• Structured, decisive and able to maintain overview under pressure
• Strong stakeholder management and communication skills

Benefits

• A competitive salary based on a 38-hour working week
• 24 days of vacation and the option to purchase 5 additional days (based on a 38-hour week)
• A fixed-term contract with the intention of offering you a permanent contract in the long term
• Flexible working hours and the option to work from home up to 40% of the time
• 15% staff discount on your purchases at Action
• A good pension scheme and travel allowance