Danish/English Speaking Technical Support Agent – Business to Business

Role Overview

• 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

Tech Stack

• Cloud
• Cyber Security
• Linux
• MacOS

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