Danish/English Speaking Technical Support Agent – Business to Business

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Ziff Davis

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1927

📱 Media

💰 $650M Post-IPO Debt on 2017-06

Media • Technology • Internet

Ziff Davis is a multi-billion dollar digital media and internet company, home to over 40 leading brands in technology, shopping, gaming and entertainment, connectivity, health and wellness, cybersecurity, and martech. With a focus on mergers and acquisitions, Ziff Davis has deployed around $3 billion in capital, leveraging its deep industry knowledge, technological expertise, and investment acumen. The company is committed to corporate responsibility, emphasizing diversity, equity, and inclusion, as well as environmental, social, and governance practices. Ziff Davis serves millions of customers worldwide, offering a diverse range of digital media and internet services.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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