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Support Analyst - Norwegian job in Vejle at Keyloop

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Support Analyst - Norwegian at Keyloop

Support Analyst - Norwegian

Keyloop Vejle, DK Full Time
Required languages: Norwegian
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Provision of excellent support service is critical to the achievement of Keyloop's strategic plans for growth and profitability. The Support team provides front-line support, information and assistance to Keyloop customers. The primary focus of the Support Analyst is to respond to and resolve customer queries and problems regarding their Keyloop products and services. Data from calls is logged and analysed to identify ways to improve overall services and products to customers over time. Working as part of an assigned team providing support, you will listen, respond, research or escalate customer enquiries, and ensure these are dealt with promptly and to a successful conclusion. This role requires someone who is resourceful and well organised, with excellent communication, analytical and problem solving skills, who are prepared to take responsibility for successful enquiry resolution and has a passion and commitment to providing service excellence.


Key Duties & Responsibilities

• Taking ownership of support customer and manufacturer enquiries
• Dealing with a wide variety of enquiries from customers from call start to closure, escalating when necessary
• Actively and efficiently logging support case data and achieving First Contact Fix wherever possible
• Identifying opportunities to deliver assistance and coaching where required
• Communicating cooperatively with team members, other departments and management, to deliver timely resolution of customer issues and improve customer satisfaction
• Producing knowledge articles for customers and associates, to provide guidance and reduce calls
• Liaising with other Keyloop teams or departments to develop and maintain high levels of customer service and effective resolution of customer enquiries.
• Working with the Team Leaders to ensure daily activities are focused on the achievement of departmental and customer objectives

Skills / Knowledge & Experience
• Ability to efficiently plan and prioritise workload to meet deadlines
• Superior communication skills, including telephone, virtual methods, written, and verbal skills in Norwegian and English languages
• Knowledge of customer expectations
• Experience in working with customers
• Demonstrable ability to influence and overcome objections
• Ability to work as part of a high-performing and cohesive team
• Ability to interact with all levels of Keyloop customers and associates
• Ability to troubleshoot a variety of application and infrastructure-related technology issues depending on the assignment area (application module, network, hosting, hardware)
• Capable of operating independently on the majority of support cases and with coaching support on more difficult issues

Qualifications

  • Experience within a helpdesk/support environment 
  • Business information technology
  • Computer networking and hardware
  • Computer software development
  • Information technology
  • Recommended Skills

    • Analytical
    • Communication
    • Computer Networks
    • Coordinating
    • Creativity
    • Customer Satisfaction
    Apply to this job.
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    Job ID: aa74c3c8e1d8