{"id":2500744,"url":"https://alion.io/job/source-intelligence-support-coordinator","title":"Support Coordinator","company":{"id":1944140,"name":"Source Intelligence","domain":"sourceintelligence.com","url":"https://alion.io/company/sourceintelligence","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HiBob","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":28000,"max_usd":59000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2430},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-06-30T11:06:51Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T13:07:27Z","board_verified":true,"closed_at":null,"days_open":107,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":106},"description":"As product compliance and ESG regulations continue to expand worldwide, and consumers increasingly demand sustainable, eco-friendly products, companies struggle to collect, validate, and report supply chain data to meet due diligence and compliance obligations - particularly when sourcing materials and commodities from around the world.Source Intelligence is the culmination of five trailblazers in ESG and compliance solution development who combined their expertise and technology to deliver the most comprehensive solution on the market. We empower our clients to identify and eliminate environmental hazards and human rights abuses in their supply chains through unmatched innovation, reliability, and expertise. Our industry-leading solutions - from SaaS software to fully managed services - are designed to meet each client’s unique needs and evolve alongside them throughout their compliance journey.\nBy partnering with Source Intelligence, companies gain deeper insight into their supply chain, enabling them to make better sourcing, design, and packaging decisions for the benefit of people and the planet. \nKey Responsibilities\n Operational CoordinationCoordinate daily support activities and balance workload and priorities.\nAct as the first escalation point for complex or high-priority support cases.\nMonitor incidents, service requests, and changes to ensure agreed service levels (SLAs) are achieved.\nCoordinate with consultants, and product owner to resolve customer issues.\nEnsure support activities follow ITIL best practices for Incident, Problem, and Change Management.\nCustomer ServiceKeep customers informed about the progress and resolution of their support requests.\nEnsure timely, professional, and customer-focused communication.\nBuild strong relationships with internal and external stakeholders.\nCoordinate escalations when required.\nService ImprovementAnalyze recurring incidents and identify structural improvements.\nDrive continuous improvement initiatives within the support process.\nMaintain and improve knowledge articles, support documentation, FAQs, and internal procedures.\nPromote knowledge sharing within the team.\nReporting & GovernanceMonitor support performance using SLAs and KPIs.\nPrepare regular reports on service performance and improvement initiatives.\nIdentify risks and bottlenecks and proactively recommend solutions.\nContribute to planning and prioritization of support activities.\nWhat You'll Bring\nExperience\nBachelor's degree or equivalent working and thinking level, preferably in Information Technology or a related field.\n3-5 years of experience in an IT support or application support environment.\nExperience coordinating support activities or acting as a senior support professional.\nExperience working with ITIL-based service management.\nExperience with ticketing systems such as Topdesk, Zendesk, Jira Service Management or similar.\n SkillsStrong organizational and planning skills.\nExcellent analytical and problem-solving abilities.\nCustomer-focused with a strong service mindset.\nExcellent communication skills in both Dutch and English.\nAble to prioritize effectively in a dynamic environment.\nComfortable coordinating multiple stakeholders simultaneously.\nProactive, structured, and improvement oriented.\nAbout the Role\nAs Support Coordinator, you are responsible for coordinating the daily support operations for the ChainPoint platform. You ensure that customer issues are handled efficiently, service levels are maintained, and communication remains clear throughout the support process.You act as the central coordination point between customers, consultants, developers, and other internal stakeholders. Besides coordinating operational support, you actively identify opportunities to improve processes, documentation, and customer satisfaction.\nThis role combines operational coordination with continuous service improvement and provides an excellent opportunity for someone who enjoys both customer interaction and process optimization.\nWhat We Offer\nA collaborative and international working environment.\nThe opportunity to make a direct impact on customer satisfaction.\nRoom for personal growth and professional development.\nFlexible working arrangements.\nCompetitive salary and benefits.\nThe opportunity to help shape and improve our support organization.\nHybrid working, based in our office in Arnhem.","description_format":"text","description_chars":4381,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Dutch","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Hybrid work","Professional development"],"hiring_locations":[{"name":"Netherlands","iso":"NL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Security Compliance","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-10-14T05:47:24Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.22,"p_room":0.28,"age_days":106,"expected_fill_days":30,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/source-intelligence-support-coordinator","json_url":"https://alion.io/job/source-intelligence-support-coordinator.json","meta":{"generated_at":"2026-10-15T15:38:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23911,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1944140},"rest":"https://alion.io/mcp/rest/get_company?id=1944140"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsource-intelligence-support-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsource-intelligence-support-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsource-intelligence-support-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/source-intelligence-support-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsource-intelligence-support-coordinator"}]}