Technical Customer Relations Specialist for National Supercomputing Centre, Computerome

Do you have strong IT problem-solving skills? Do you thrive in providing excellent service to the customer? And do you want to be part of building up a new Pan-European cloud service provider? Then this is a unique job opportunity for you.

We are looking for a Technical Customer Relations Specialist to join our team. The ideal candidate is curious by nature, has strong problem-solving skills, and prides themselves on excellent customer service. In our team, you will have the opportunity to make a real difference while handling diverse tasks related to the newest technology.

The Technical Customer Relations Specialist will manage customer relationships, ensure customer satisfaction, oversee support communications, set up and conduct regular meetings with key customers, and utilize ITSM data to generate insightful reports and visualizations. The ideal candidate will have a technical background, experience in data visualization, and familiarity with the needs of researchers and clinicians.

Key Responsibilities:

• Customer Satisfaction:
  • Address customer inquiries and issues promptly and effectively.
  • Develop strategies to enhance customer satisfaction.
  • Monitor and assess customer feedback to identify improvement areas. 

• ITSM System Management:
  • Track, manage, and resolve customer support tickets.
  • Maintain a comprehensive overview of support activities and performance metrics.
  • Generate and analyze ITSM reports to identify trends and improve service delivery. 

• Communication Oversight:
  • Ensure clarity, professionalism, and effectiveness in support communications.
  • Develop and maintain communication guidelines and templates.
  • Provide training and feedback to support staff. 

• Client Meetings and Relationship Management:
  • Schedule and conduct regular meetings with key customers.
  • Act as the primary point of contact for important customers.
  • Coordinate with internal teams to address customer concerns and follow up on action items. 

• Data Analysis and Visualization:
  • Extract and analyze ITSM data to generate meaningful insights.
  • Create charts, dashboards, and visual reports.
  • Present data findings to management and stakeholders. 

• Stay updated with the latest developments in ITSM and customer service best practices.
• Troubleshoot technical issues and provide guidance to customers and support staff.

Our expectations of you

• Strong understanding of the ITSM system and related tools.
• Bachelor’s degree in information technology, Business Administration, or a related field.
• Proven experience in customer relations, IT service management, or a similar role.
• Technical proficiency with ITSM systems and data visualization tools.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to generate and interpret data-driven insights.
• Experience working with researchers, scientists, or clinicians is highly desirable.
• Proficiency in Microsoft Office Suite and data visualization software.

Preferred Skills

• Experience with high-performance computing environments.
• Knowledge of bioinformatics and computational biology.
• Familiarity with project management methodologies and tools.
• Proficiency in scripting languages for data analysis.

What we offer in return

We offer an interesting and challenging job in an international atmosphere with the focus on cutting edge technologies and platform development. We place emphasis on high-level professionalism among our staff, so skill development is an integral part of our organization. We have a strong team-based performance culture, and we constantly strive to be the best in business.

Salary and appointment terms

Terms of appointment and payment according to the Agreement between the Danish Ministry of Finance and the Danish Federation of Professional Associations (AC), the OAO-S Joint Agreement and the organization agreement for IT employees (Prosa) in the service of the state or other relevant agreement.

Application and contact

Please submit your online application no later than 22 July 2024 (23:59 Danish time)

. Open the “Apply now” link, fill out the form and attach your motivated application, CV and exam certificates. 

If you would like additional information about the position, feel free to contact Head of Development, Hossein Aghili at hoagdtu.dk

.

Applications received after the deadline will not be considered.

All interested candidates irrespective of age, gender, race, disability, religion or ethnic background are encouraged to apply.

The Danish National Life Science Supercomputing Center, Computerome has a long track record within High-Performance Computing (HPC) specialized for Life Science but will in the short future transition into more broad and commercial service provider. We are there for staffing up and looking for ambitious people with a pioneer spirit and strong business acumen (i.e. A-players) to bring Computerome into the next level.

Technology for people

DTU develops technology for people. With our international elite research and study programmes, we are helping to create a better world and to solve the global challenges formulated in the UN’s 17 Sustainable Development Goals. Hans Christian Ørsted founded DTU in 1829 with a clear mission to develop and create value using science and engineering to benefit society. That mission lives on today. DTU has 13,500 students and 6,000 employees. We work in an international atmosphere and have an inclusive, evolving, and informal working environment. DTU has campuses in all parts of Denmark and in Greenland, and we collaborate with the best universities around the world.