Job summary
This role serves as the first point of contact for customers and internal users needing technical assistance. The analyst handles incident logging, basic troubleshooting, and escalating more complex issues, ensuring a high level of customer satisfaction through empathetic and professional communication.
Location and work setup
- Location
- Norway
- Work setup
- On-site
Responsibilities
Respond promptly to customer inquiries via phone, email, or chat, accurately logging and categorizing incidents. Troubleshoot and resolve basic technical issues, escalating complex problems to appropriate teams. Maintain detailed documentation of interactions and solutions in the ticketing system. Collaborate with cross-functional teams for timely issue resolution and contribute to knowledge base updates. Participate in training and team meetings to stay informed on product updates and support procedures, consistently demonstrating professionalism and empathy.
Qualifications
Solid understanding of IT support principles and excellent customer service skills. Ability to apply standard procedures for troubleshooting and escalate issues appropriately. Experience using ticketing systems and maintaining clear documentation is beneficial. Strong communication skills and the ability to work collaboratively with internal teams. No specific academic qualifications required; selection is based on experience and potential.