Danish/English Speaking Technical Support Agent – Business to Business

🕒 Julho 9

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VIPRE Security Group

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🔒 Cibersegurança

☁️ SaaS

🏢 Corporativo

Cybersecurity • SaaS • Enterprise

O VIPRE Security Group é um fornecedor de soluções avançadas de cibersegurança para usuários domésticos e empresariais. A empresa oferece uma variedade de produtos projetados para proteger contra ameaças cibernéticas sofisticadas, incluindo software antivírus, segurança de endpoint, soluções de segurança de e-mail e treinamento de conscientização em segurança. O VIPRE enfatiza soluções de segurança personalizáveis que atendem às necessidades específicas de pequenas e médias empresas (PMEs), bem como de organizações maiores, proporcionando tecnologia de última geração para garantir a proteção de dados e a inteligência contra ameaças. Com mais de 25 anos de experiência, o VIPRE Security Group é reconhecido por suas soluções de segurança em nuvem eficientes e econômicas, incluindo Detecção e Resposta de Endpoint (EDR) e Detecção e Resposta Gerenciada (MDR). Seus serviços são complementados por programas de treinamento de conscientização em segurança para prevenir ameaças cibernéticas através de um comportamento informado dos usuários, tornando o VIPRE uma escolha abrangente no cenário de cibersegurança.

Descrição

• Provide first-line technical support to customers via phone, tickets, and live chat • Support Danish and English speaking customers across multiple communication channels • Engage with customers clearly, professionally, and with empathy • Identify what the customer is trying to achieve and determine the nature of the issue • Gather relevant information, including the steps already taken by the customer • Attempt to reproduce reported issues where appropriate • Analyse symptoms and, where possible, identify the underlying problem • Provide relevant troubleshooting steps, guidance, or solutions • Direct customers to suitable help articles or product documentation • Communicate clearly and follow up with customers until issues are resolved or escalated • Escalate unresolved or more complex issues to second-line support with accurate notes and supporting detail • Monitor for and proactively identify potential or emerging customer-impacting issues • Participate as an active member of the regional and wider global support team • Share recommendations for improving customer experience, internal processes, and support quality • Stay up to date with product, process, and operational communications that impact the support organisation

🎯 Requisitos

• Strong written and verbal communication skills in both Danish and English • Experience using Danish and English in a professional customer-facing environment • A calm, patient, and empathetic approach when supporting customers in stressful situations • A genuine interest in solving customer problems • The ability to build respectful working relationships with colleagues and customers • Strong attendance, time management, attention to detail, and personal reliability • The ability to work independently and as part of a team • A flexible and positive approach to change • The ability to resolve conflict professionally and effectively • A willingness to accept constructive feedback and use it to improve knowledge and skills • The ability to learn new systems, products, and processes in a timely manner • Good deductive reasoning, troubleshooting, and problem-solving skills • The ability to prioritise tasks accurately and make decisions within established guidelines and policies • 3+ years of recent experience in technical troubleshooting, customer support, or problem-solving roles • Customer service experience in a technical support environment • Intermediate to advanced knowledge of Windows, macOS, or Linux operating systems • General understanding of commonly used internet protocols and web-based applications • Experience supporting users with internet-connected devices and associated applications • Strongly preferred: Experience with VPN technologies • Experience with Microsoft 365 and/or Google Workspace • Experience with virtual machines or remote environments • Experience using Zendesk, Confluence, Jira, or similar support and knowledge management tools • Experience supporting cybersecurity, email security, SaaS, or cloud-based products

🏖️ Benefícios

• Competitive salaries • Health and wellness-focused benefits • Paid time off • Employee wellbeing initiatives • Employee Resource Groups • Company-sponsored events • Professional growth opportunities through educational support, mentorship, and career development resources • Recognition and celebration of employees through engagement programmes and recognition awards