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 support to customers through phone, tickets, and live chat.

• Assist customers who speak Danish and English across various communication platforms.

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

• Determine the customer's goals and ascertain the specific nature of their issues.

• Collect pertinent information, including the steps the customer has already undertaken.

• When appropriate, attempt to replicate reported issues.

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

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

• Direct customers to appropriate help articles or product documentation as needed.

• Communicate effectively and ensure follow-up with customers until issues are resolved or escalated.

• Escalate unresolved or complex issues to second-line support, providing accurate notes and supporting details.

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

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

• Contribute suggestions for enhancing customer experiences, internal processes, and support quality.

• Remain informed about product, process, and operational communications that impact the support organization.

⛳️ Requirements

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

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

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

• A genuine passion for resolving customer issues.

• Ability to foster respectful working relationships with both colleagues and customers.

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

• Capability to work independently as well as collaboratively within a team.

• A positive and adaptable approach to change.

• Proficiency in professionally and effectively managing conflicts.

• Willingness to accept constructive feedback and utilize it for personal growth.

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

• Strong deductive reasoning, troubleshooting, and problem-solving capabilities.

• Skill in accurately prioritizing tasks and making decisions within established guidelines and policies.

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

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

• Strongly preferred: Familiarity with VPN technologies.

• Experience with Microsoft 365 and/or Google Workspace.

• Proficiency in working with virtual machines or remote environments.

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

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

🏝️ Benefits

• Competitive salaries alongside comprehensive health and wellness-focused benefits.

• Paid time off for employees.

• Initiatives aimed at employee wellbeing.

• Employee Resource Groups to foster community.

• Company-sponsored events for team building and engagement.

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

• Engagement programs and recognition awards to celebrate achievements.