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Job Post Details

Customer Support Specialist - job post

Carina Software Inc
Oslo

Sted

Oslo

Full stillingsbeskrivelse

Ascertra is on the lookout for a dynamic Customer Support Specialist to join our team. Ascertra is a Constellation Software Inc. company (TSX:CSU) and has offices globally including within the United States of America, Canada, the UK, Norway, India and more. Our global teams work together to create the best possible experience for employees and customers.

The Customer Support Specialist is involved with proactively and reactively handling
support tickets and dialogue with customers in their use of Ascertra products. This role is
critical to ensuring the success of Ascertra's customers by enhancing their everyday work
efficiency within the service level agreement (SLA) framework.

The Customer Support Specialist will be responsible for maintaining effective working
relations with external customers and internal teams, providing timely solutions to
reported issues, and maintaining detailed records of support requests, resolutions, and
actions taken.

Using detailed product knowledge and experience, the Customer Support Specialist
provides resolutions to complex issues mentoring/transferring knowledge to other team
members.

Responsibilities:
• Act as a point of contact for critical incidents, leading response and resolution efforts.
• Collaborate with other teams / departments as advocates for customer issues
participating in support ticket reviews and product enhancement discussions as
required.
• Receive and screen all incoming incidents from our customers' super users via our
support portal.
• Update internal systems with relevant customer information.
• Second-line functional and technical customer support of our software solutions.
• Proactively guide and solve our customers' technical/functional questions and issues
related to the software.
• Communicate with our customers in a trustworthy manner.
• Follow up with other teams within Ascertra and our sub-suppliers to secure progress
and good solutions to issues.

Requirements and Skills:
• University degree, college diploma, or equivalent in computer science or engineering.
• You must have the ability to speak, read, and write fluently in Norwegian and English.
• Specific experience of document management systems would be an asset.
• A technical mindset with great attention to detail
• Excellent interpersonal skills with strong problem-solving abilities
• Ability to understand how Ascertra customers operate and the challenges they face.
• A proactive mindset - you take initiative and responsibilities without being directed
from task to task.
• Action-oriented, social, committed, and structured in approach to tasks and
responsibilities.
• Committed to delivering quality work and completing tasks effectively and efficiently.
• Ability to handle multiple activities in parallel.
• In addition, you have experience and knowledge within several of the following areas:
o Development/support/customer support from business-critical software
o Interest and experience with information management solutions.
o Good knowledge of Microsoft Office products.
o Databases and SQL queries
o Microsoft Azure and Cloud-based technology.

Location:
This role is based in Ascertra’s Oslo office, Norway.
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