Customer Support Specialist I

Do you want to join a team of motivated, caring and joyful superstars? That always wants to exceed both in high quality customer service and in the way we evolve and thrive in our roles. Cooperation, communication and personal growth is the key components in our Support team. As a Customer Support Specialist (CSS) you develop a culture of Customer Excellence through timely and thorough handling of customer problems and issues, while answering product and service questions. We build relationships and trust by assisting, guiding and training our clients in our platforms and in the different functions. The CSS works with our customers on all levels, to remove blockers and to adapt our software to ensure that they can achieve their business goals.   

Key Responsibilities and Expectations    

• Answers customer support requests via telephone, email or web promptly to enhance the customer experience. 
• Patiently and attentively listens to customers queries and manages the resolution or connects them with the appropriate teams to address their needs. 
• Quickly learns the functions of the support tools and systems to log in and resolve customers’ requests. 
• Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment. 
• Assists users with different tasks in our system, e.g assisted disseminations, media data base lists and quarterly reports for our listed clients.
• Works with Customer Experience management to maintain best practices for efficient help and communication with customers. 
• Address customer questions about new products or services. 
• Collaborates with Customer Success Managers, Onboarding & Implementation Consultants and other customer facing personnel to ensure service excellence 
• Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn.
• Cross functional collaboration with internal and external partners and stakeholders, e.g the sales department, finance, other distribution channels and stock exchanges.

What are we looking for? 

•  Highly customer focused; shows a real passion for the customer experience and customer support industry 
• Driven, self-starter, enthusiastic and with an “ownership” mentality  
• Adaptable and ability to thrive in a fast-paced, ever-evolving environment 
• Able to handle stressed and pressured situations
• Proven experience in a customer-interacting role  
• Ability to collaborate with internal and external partners whilst co-ordinating key customer deliverables, ensuring world class customer experience
• Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and written
• Enthusiast; strong work ethic with a positive mindset, and can-do attitude
• Influencing and negotiation skills 
• Team player that appreciates working together for a common goal
• Experience with Freshdesk and/or Sales Force software is beneficial
• Excellent Swedish and English language skills, written and verbal. Additional Nordic languages are an advantage.
• Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required  
• Undergraduate degree is preferred  

The standard working hours will be 37.5 hours per week, Monday to Friday, either early shift 07:30 to 16:00 or late shift  09.15 to 17:45 excluding one-hour unpaid lunch break per day.

Please note: This job description sets out the duties of the position at the time that it created.  Such duties may vary without changing the general character of the duties or level of responsibility entailed.