Job summary
This role focuses on managing escalations and incidents for global customers, ensuring high-quality service delivery and customer satisfaction. The position requires close collaboration with technical and infrastructure teams to resolve issues efficiently while maintaining clear communication with all stakeholders. Candidates should have experience in technical support or service desk operations and possess strong analytical, communication, and customer service skills. Shift work, including weekends and holidays, is required.
Location and work setup
- Location
- Oslo
- Work setup
- On-site
Responsibilities
Manage and coordinate escalation and incident processes globally, ensuring customer issues are logged, assigned, progressed, and communicated effectively. Serve as the primary contact for escalation calls and incident management for both hosted and on-premise customers. Collaborate with technical teams to drive resolution, maintain incident visibility, and contribute to service improvements. Provide technical guidance and support related to product configuration, software and hardware faults, licensing, and entitlements. Deliver daily reporting to management and participate in knowledge sharing initiatives.
Qualifications
Experience in technical support, service desk operations, or related hospitality sector is preferred. Proficiency in English with excellent verbal and written communication skills, strong analytical and troubleshooting abilities, and exceptional customer service orientation. Ability to work independently under pressure, manage multiple tasks, and adapt to a shift-based schedule including weekends and holidays. Familiarity with ITIL framework, networking (OCI/CCNA), or related certifications is advantageous. Willingness to learn and use self-help tools and documentation is essential.