• Provide timely and effective support to users via email and other support channels, resolving inquiries related to wallet functionality, card payments, transactions, and security. • Perform technical triage of user-reported issues, identifying whether problems originate from client applications, APIs, backend services, or external providers. • Investigate and troubleshoot issues using internal tools, logs, dashboards, and available system data. • Escalate complex or critical issues with clear, structured context, including reproduction steps, logs, and impact assessment. • Monitor system behavior and identify anomalies such as increased error rates, transaction failures, or performance degradation. • Assist in incident response, including investigation, user communication, and resolution tracking. • Support post-incident reviews by documenting findings and contributing to continuous improvement efforts. • Follow defined escalation processes for high-severity issues. • Analyze logs and system signals to help identify trends, anomalies, and potential issues. • Support proactive monitoring of key system metrics (latency, error rates, transaction success rates). • Assist in coordinating with internal teams and external providers during service disruptions. • Track and follow up on unresolved issues to ensure timely resolution. • Assist with access-related requests and follow established procedures for onboarding and offboarding activities. • Support periodic access reviews and contribute to maintaining secure operational practices. • Work closely with engineering, product, and operations teams to resolve issues and improve system performance. • Provide structured inputs (logs, user impact, reproduction steps) to accelerate debugging and resolution. • Act as a bridge between users and internal teams during incidents and ongoing issues. • Identify recurring issues and contribute to ticket deflection and process improvement initiatives. • Maintain and improve internal documentation, runbooks, and knowledge bases. • Contribute to small internal tooling improvements, automations, or workflow optimizations where applicable. • Monitor user feedback and community channels to identify early signals of potential issues or incidents. • Surface trends or emerging problems to internal teams proactively.

Role Description Für unseren Kunden aus der Versicherungsbranche in Zürich, suchen wir eine:n motivierte:n und aufgeschlossene:n IT Applikationsspezialist:in – Betrieb & Support. - Sicherstellung des stabilen Betriebs von Versicherungsapplikationen - 2nd-Level-Support inkl. Incident‑Handling, Monitoring, Batchüberwachung und Berechtigungen - Zusammenarbeit mit Fachbereichen, Applikationsteams und Lieferanten - Identifikation und Umsetzung von Verbesserungen - Erstellung von Dokumentationen und Betriebskonzepten Qualifications - Ausbildung in Informatik oder vergleichbare Erfahrung - 2–3 Jahre Berufserfahrung in einer ähnlichen Rolle - Erfahrung mit Windows Server, Webservern (IIS) und IT‑Betrieb - Verständnis von Netzwerk, Security, Cloud (Azure) und ITIL - Von Vorteil: Kenntnisse Einzellebensversicherung oder Anlageberatung - Strukturierte, prozessorientierte Arbeitsweise - Fliessende Deutsch- und Englischkenntnisse Company Description Die Coopers Group AG ist eine agile Schweizer Recruiting Agentur, die Spezialisten und Führungskräfte in den Bereichen IT, Life Sciences, Engineering und Finance vermittelt. Mit flexiblen Ansätzen bringen wir Kandidat:innen und Unternehmen zusammen, die nicht nur fachlich, sondern auch menschlich zusammenpassen.

Title: Dispatch Coordinator Location: WA-Spokane Remote Job Type Contract-to-perm Category Administrative Assistant Req # POR-9f1db53a-a307-4528-bf8c-048e1e1926f7 Pay Rate $20 - $25 (hourly estimate) Job Description: Job Description We are seeking a detail-oriented and highly organized Service Dispatch Coordinator to ensure seamless scheduling and dispatching of field technicians. In this role, you will be responsible for matching the right technicians with the right customers based on skill sets and job site requirements. This position involves coordinating multiple moving parts between Account Managers, customers, and technicians to guarantee efficient service delivery. Remote position but have to be located in the Spokane area! Key Responsibilities:  - Handle inbound calls, schedule appointments, and manage technician assignments.  - Maintain strong communication via phone (60-70%) and email (30-40%) to ensure efficient coordination.  - Oversee dispatch operations for designated territories, ensuring proper personnel allocation.  - Preplan and confirm maintenance schedules, including emergency responses for existing clients.  - Process and respond to general dispatch emails, ensuring timely updates.  - Maintain accurate job records and update scheduling databases. Provide administrative support and coordination for technician workflow. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. Skills and Requirements Must Haves:  - 0-3 years of experience in a customer facing or call center role.  - Detailed oriented with strong computer skills. Experience in in Salesforce, Microsoft Suite, Excel.

• Respond to employee queries through the helpdesk system, ensuring professional, accurate, and timely resolutions. • Triage incoming questions and route them to Payroll, HR Admin, Lifecycle, Talent Acquisition, or HRIS teams when escalation is required. • Maintain up-to-date knowledge of People policies, processes, and systems to provide consistent and reliable guidance. • Update and maintain helpdesk FAQs, scripts, and response templates to improve clarity and reduce repeat questions. • Track and record all helpdesk interactions, ensuring data accuracy for reporting and trend analysis. • Identify recurring issues or patterns and flag them to the Lead, People Helpdesk for possible process or documentation improvements. • Support new joiners by assisting them with People systems, documentation, and policy-related questions during their onboarding period. • Help maintain documentation and knowledge base content so employees can self-serve where appropriate. • Ensure interactions uphold confidentiality and follow internal governance standards. • Provide general administrative support to People Experience during peak periods.