Danish/English Speaking Technical Support Agent – Business to Business

🕒 Julho 9

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Ziff Davis

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1927

💼 Consultoria

🏥 Saúde

📣 Marketing

💰 $650.000.000 Post-IPO Debt em 2017-06

Consulting • Healthcare • Marketing

Ziff Davis é uma empresa de mídia digital e internet multimilionária, lar de mais de 40 marcas líderes em tecnologia, compras, jogos e entretenimento, conectividade, saúde e bem-estar, cibersegurança e martech. Com foco em fusões e aquisições, a Ziff Davis já alocou cerca de US$ 3 bilhões em capital, aproveitando seu profundo conhecimento da indústria, expertise tecnológica e aptidão para investimentos. A empresa está comprometida com a responsabilidade corporativa, enfatizando diversidade, equidade e inclusão, assim como práticas ambientais, sociais e de governança. A Ziff Davis atende milhões de clientes em todo o mundo, oferecendo uma ampla gama de serviços de mídia digital e internet.

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 in addition to robust health and wellness-focused 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 • engagement programmes and recognition awards