Danish/English Speaking Technical Support Agent – Business to Business

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver first-line technical assistance to customers through phone, tickets, and live chat.

• Provide support to Danish and English-speaking clients across various communication platforms.

• Interact with customers in a clear, professional manner, demonstrating empathy.

• Ascertain the customer's objectives and identify the nature of their concerns.

• Collect pertinent information, including actions already taken by the customer.

• Attempt to reproduce reported issues when applicable.

• Analyze symptoms and, when possible, determine the root cause of the problem.

• Offer relevant troubleshooting steps, guidance, or solutions to customers.

• Direct customers to appropriate help articles or product documentation.

• Maintain clear communication and follow up with customers until issues are resolved or escalated.

• Escalate unresolved or complex issues to second-line support with detailed notes and supporting information.

• Monitor for and proactively identify potential or emerging issues that may affect customers.

• Actively participate as a member of both the regional and global support teams.

• Provide suggestions for enhancing customer experience, internal processes, and support quality.

• Stay informed about product, process, and operational updates that affect the support organization.

⛳️ Requirements

• Exceptional written and verbal communication abilities in both Danish and English.

• Experience utilizing Danish and English in a professional customer-facing capacity.

• A calm, patient, and empathetic demeanor when assisting customers in challenging situations.

• A sincere interest in resolving customer issues.

• Capability to foster respectful working relationships with both colleagues and clients.

• Strong attendance, time management, attention to detail, and personal reliability.

• Ability to work autonomously as well as collaboratively within a team.

• A flexible and optimistic attitude towards change.

• Proficiency in managing conflict in a professional and effective manner.

• Willingness to accept constructive criticism and apply it to enhance knowledge and skills.

• Ability to learn new systems, products, and processes promptly.

• Solid deductive reasoning, troubleshooting, and problem-solving skills.

• Capability to accurately prioritize tasks and make decisions within established guidelines and policies.

• Over 3 years of recent experience in technical troubleshooting, customer support, or problem-solving roles.

• Background in customer service within a technical support setting.

• Intermediate to advanced knowledge of Windows, macOS, or Linux operating systems.

• General understanding of commonly used internet protocols and web applications.

• Experience assisting users with internet-connected devices and related applications.

• Strongly preferred: Experience with VPN technologies.

• Familiarity with Microsoft 365 and/or Google Workspace.

• Experience with virtual machines or remote environments.

• Proficient in using Zendesk, Confluence, Jira, or similar support and knowledge management tools.

• Experience with cybersecurity, email security, SaaS, or cloud-based products.

🏝️ Benefits

• Competitive salaries.

• Health and wellness-oriented benefits.

• Paid time off.

• Employee wellbeing initiatives.

• Employee Resource Groups.

• Company-sponsored events.

• Opportunities for professional growth through educational support, mentorship, and career development resources.

• Recognition and celebration of employees through engagement programs and recognition awards.