INTRODUCTION

Our team is constantly growing, and we are about to introduce a new role in Delivery and Tech Support – 1st line support specialist. We are looking for a teammate who will keep our front line and ensure all the customers receive quick and good resolution of their technical requests.

This role is crucial for helping our customers to succeed: we want to be there for our customers when they need technical support. Also you will help us to ensure optimal workflows in the team, and thus you will need a high level of independence as well as coordination skills. We would prefer if you are interested in the topics of web development and data feeds and would like to gain more knowledge in these areas.

We have a culture in our team that we are very proud of: all of us are very different (this makes us strong), yet what unites us is a great sense of humor and high level of collaboration and teamwork: we are always there to support each other in day-to-day business (this makes us even stronger). Your success in our team is our team’s success!

ABOUT THE JOB

• Quick and friendly support to our customers 

• Answer incoming requests to our Tech Support team that arrive via phone and e-mail 

• Provide solutions to our customers’ requests via our systems and with help of support pages 

• Escalate more difficult tasks to your peer team members 

• Keep track of task workflow, make sure tickets get closed on time, and all customers get answers to their questions 

• Ensure we meet both the teams and your personal SLA’s and KPI’s 

• Give feedback to our Quality Assurance Specialist on requests we are receiving

THE IDEAL CANDIDATE

• You can clearly explain technical scenarios to non-technical people, both written and verbal 

• You are a master at problem-solving 

• You have excellent communication skills – you know how to lead the conversation and make customers feel heard and supported 

• You have a natural interest in the web, URLs, web tracking, analytics

• You are technical, and HTML and CSS are not unfamiliar abbreviations for you 

• You are a multitasker and are not afraid of handling multiple customers and tasks at the same time 

• Fluent in both written and spoken Danish and English