IO Associates 1st and 2nd Line Support - Denmark

iO Associates have partnered with a global leader of integrated business solutions to retailers, manufacturers and distributors. With a track record of delivering award winning solutions to companies and customers oll over the world, their success is built upon delivering world class software, developed on the back by industry expertise and delivered by a market leading service.

Job Summary
We are looking for System Consultants to oversee 1st and 2nd level support who speak Danish, and if possible German too as you will be supporting Danish and German customers. Since you will spend most of your time helping our customers on the phone or by email, chat or portal requests, a high level of customer service will be a significant advantage. It would be good if you have previous experience working with CRM systems.

Provide customers with support in 1st & 2nd level regarding soft- and hardware over different supporting channels - phone, email, chat, and portal.
Manage the initial assessment, triage, investigation and resolution of incidents and requests.
Create cases in CRM and maintain and consistently demonstrate an excellent working knowledge of company guidelines, processes, practices and procedures.
Take ownership and responsibility from the initial contact until the ticket is resolved.
Troubleshoot issues to a successful resolution or gather sufficient information for escalation if our 3rd line support team.
Regularly monitor your workload and priorities and ensure that you manage time effectively and meet deadlines, work on the most critical tickets first, and do not leave any customer priority requests unanswered.
Carry out improvement tasks assigned to you by your manager or supervisors, which collectively improve our responsiveness, effectiveness and quality of support services.
Assist your colleagues in the 3rd Line Support with technical information, requests or relevant customer context, which will help them solve problems quickly and effectively.
Have great people skills and always have the customer in focus, and ensure that our Support team continuously delivers a great experience.

We are looking Danish fluentcy and also German speaking as the support will primarily be for German and Danish customers. Besides this, you must speak and write English since this is the main company language.
You must be used to working with IT software, and it would be beneficial if you have experience from the retail industry.
You can also have previous experience with Customer support from a help desk function.
You have excellent communication skills and can talk to everyone, from store staff to developers.
As a person, you are open-minded and can work independently and in a team. You are up for a challenge and see yourself as a go-getter.
You will be required to provide out of hours support to customers on a rota with other team members.

Benefits
With colleagues and customers all over the world, you'll be joining a highly dynamic and international work atmosphere. The business is constantly evolving and because of this, there is always an opportunity to further your professional and personal growth.
On offer:

An attractive salary
An ambitious and international working atmosphere
Appealing secondary benefits
Being part of a growing, innovative and ambitious organisation with a wide array of potential future career opportunities