Customer Support Coordinator

Bagira is an Israeli-Czech technology company and a global leader in training and simulation systems. Our solutions help prepare armed forces for real-world missions—hundreds of thousands of military personnel train using our products across more than 40 locations worldwide.

Our R&D center in Brno employs approximately 150 specialists focused on developing cutting-edge hardware and software simulators. Every phase of development—from initial design and prototyping to final assembly—takes place under one roof. The vast majority of components are developed in-house, including the core simulation engine and high-fidelity hardware replicas.

We are currently looking for a proactive colleague to join our Brno Delivery & Support (D&S) team. In this role, you will take ownership of the administrative and organizational lifecycle of service tickets, ensuring seamless, high-quality support for our clients globally.

Your Mission

Customer Support Coordination:

• Serve as the first point of contact for customer support requests (ticketing system, email).
• Log, classify, and prioritize tickets based on severity and SLA commitments.
• Dispatch and assign tickets to service engineers in coordination with the D&S Manager.
• Keep customers proactively informed of ticket progress, next steps, and expected resolution times.
• Escalate SLA risks and overdue issues; confirm resolution and verify billing data upon ticket closure.

SLA Tracking & Reporting:

• Monitor key performance metrics, including initial response times and resolution times.
• Maintain the accuracy and integrity of the support ticket database and service logs.
• Prepare regular reports, service statistics, and KPI summaries for management reviews and customer meetings.
• Track scheduled maintenance activities and identify recurring technical trends for further engineering analysis.

Logistics & Field Service Coordination:

• Schedule on-site service visits, technical interventions, and customer handovers.
• Arrange travel logistics, site access permits, and security clearances for field engineers.
• Coordinate RMA processes (returns and repairs), spare parts shipments, and tracking.
• Monitor spare parts inventory levels and serial number records to prevent operational bottlenecks.

Administration & Contract Management:

• Maintain service level agreements (SLAs), maintenance contracts, and warranty renewal schedules.
• Process purchase requests and assist with Master Purchase Orders (PO).
• Maintain and update internal knowledge bases, technical guidelines, and service documentation.

What We Expect (Skills & Experience)

• Proven track record in customer service, technical support, helpdesk coordination, or service operations.
• Proficiency in English (written and spoken) for daily communication with international clients and our Israeli team.
• Strong organizational, multitasking, and prioritization skills with an eye for detail.
• General technical background and the ability to grasp HW/SW support processes.
• Hands-on experience with ticketing tools (e.g., Jira, ServiceNow) and ERP systems is a strong advantage.
• A proactive, customer-centric mindset with strong problem-solving initiative.

What We Offer

• The opportunity to work on unique, mission-critical simulation products.
• 5 weeks of vacation + up to 5 additional personal days off.
• Flexible working hours and home office possibilities.
• Meal voucher allowance.
• Dedicated budget for team building and social activities.
• Discounted mobile phone plans for you and your family.
• A friendly, informal company culture in a modern R&D facility in Brno.
• And much more!