Job Description

You will contribute to the Continuous Services (CS) mission by establishing customer satisfaction. You will be the first point of contact for our internal (TLF) and external customers around the globe, in case of incidents reported or service requests. Your primary role will be to help our customers as soon as possible when they are not able to run their daily business anymore.

Job Requirements

• Responsible for the first intake, where you check the quality and the completeness of all reported incidents and service requests.
• Responsible for a good and efficient distribution of incidents and service requests.
• Responsible for a professional and pro-active communication process towards our customers, which also includes setting correct customer expectations around timelines and costs.
• As part of the team, you will be responsible to adhere the service level agreement (SLA) and an efficient logging of incidents and service requests for our support customers.
• Can solve incidents or service requests, create reports and work basis the Standard Operating Procedure (SOP) decided to maintain the quality of work.
• Can perform application monitoring activities for our customer, as part of event management.
• Help to improve the internal and external CS processes.
• You will have direct contact with customers around the world regarding updates to their raised incidents or service requests.

To be successful in this job, you master the following competences:

• Excellent communication skills
• Highly customer and result focused
• Sense of Ownership
• Pro-active approach
• Service and quality focus/mindset
• Excellent English reading, writing, and conversation
• Flexible (e.g. rotational shifts)

Nature of Job

This position is offered as a fulltime job, where it is also required to work in rotational shifts (24×7). You’ll have Work From Home options. You will be working in a state-of-the-art infrastructure in Ahmedabad, in a professional and international culture, communicating with other colleagues around the world (USA, UK & the Netherlands). We have a fun working environment with regular celebrations and other employee engagement activities. Performance is rewarded within The Logic Factory.


For more information, please send an e-mail to

For consideration, please upload your resume and a cover letter stating why you are applying for this position. For more information on DELMIA Quintiq please visit their website HERE.

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