Technical Support Agent

1 month ago

Copenhagen, Denmark Penneo Full time
Who are we?

We are Penneo, and we are on a mission to scale

At Penneo, we want to build a world where you can trust the way businesses do business.

Penneo combines digital signing and Know Your Customer (KYC) workflows into a single platform that streamlines critical business processes for anti-money-laundering regulated B2B companies.

Founded in Copenhagen and operating throughout Europe, Penneo is fast becoming the go-to platform for companies looking to save time on administrative tasks while ensuring complete regulatory compliance and peace of mind for themselves and their clients.

Following our listing on Nasdaq Copenhagen Main Market in April 2022, we are now more than ever in a position to execute our European expansion strategy and scale our operations to maximize value to our existing and future customers.


Who are we looking for?

At Penneo, we are always looking to forge new long-term relationships with people who resonate with our culture and values and are passionate about getting Penneo to the next level. 


Do you want to be part of it?

We are now hiring a First Level Technical Support Agent - French Speaking who will be responsible for troubleshooting technical problems, customer interactions, and supporting our users as we expand into the German market.

You will report to our Director of Technical Support and have our awesome Customer Support Team as your closest collaborators.

The position is full-time, based in our office in Copenhagen.


What would be your responsibilities?

Customer Assistance:

Provide first-level support to our users via various channels, including email and phone.

Guide customers through troubleshooting steps to identify and resolve issues promptly.

Issue Identification and Escalation:

Accurately identify and document customer issues, ensuring detailed and clear information is provided for efficient resolution.

Escalate complex issues to the appropriate teams for further investigation.

Product Knowledge:

Develop and maintain in-depth knowledge of our SaaS product, its features, and functionalities.

Assist customers with inquiries related to product usage, configuration, and best practices.

Documentation:

Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides.

Communication:

Communicate effectively with customers, ensuring a positive experience.

Collaborate with internal teams to provide timely updates and resolutions to customers.


What makes you a great match?

We believe that the following traits and experiences are essential for becoming successful in this role, and it is the basis upon which we assess candidates. However, we acknowledge that talent takes many forms, and we would still like to hear from you, even if you don't think you match all the points below.


We expect you to have:

Full professional proficiency in French and English

2-3 years proven experience in a customer support role, preferably in a SaaS environment.

Excellent communication skills, both verbal and written with a strong customer-centric approach.

Technical proficiency with a good understanding of SaaS products and related technologies.

Ability to troubleshoot and resolve technical issues independently.

Strong organizational and multitasking abilities in a fast-paced environment.

A natural passion for helping people and making them succeed.

Nice to have:

Proficiency in German or another Nordic language is a plus

Familiarity with customer service tools and/or Salesforce is an advantage.


How will this role progress?

It is important to us to be as transparent as possible and to allow you to level expectations for the role. Therefore, we share our impact description in advance and would love your thoughts about it in your cover letter.

During the 1st month, you will:  

Meet your new colleagues and understand who is doing what;

Get comfortable with the day-to-day operations of the team;

Understand the problems Penneo solves for customers;

Use the product(s) as a customer;

Assess and engage in customer facing tools and platforms.

Within 3 months, you will: 

Have a good understanding of our SIGN product;

Independently solve simple cases;

Comfortably handle most customer requests independently;

Be able to work in the Triage que

Be able to take screenshare sessions with customers

Have a tentative understanding of our KYC product;

Work well in all our work tools and platforms.

Within 6 months, you will:  

Independently solve complex issues and handle case escalations;

Contribute to the Help Center

Have a thorough understanding of our SIGN and KYC products;

Actively work to achieve good customer satisfaction;

Can work seamlessly with all our work tools and platforms;

Assist in escalation of cases.

Within 12 months, you will:  

Be comfortable in all areas of troubleshooting, customer interactions and inter-department collaboration within the company.

Assist or take charge of training and mentoring of new support agents.

You might be prepared for your upcoming promotion.


By now, we hope you're sitting with a smile on your face, ready to apply and contribute to the Penneo adventure.


About our interview process:

We know that going through a recruitment process can be pretty demanding sometimes, so we want you to know what to expect:

Call with a member of our Talent Acquisition Team (~30m): introduction to the company, mutual initial expectation leveling.

Call with our Director of Technical Support, Lindsay (~45m): Getting to know each other, assessing for mutual fit, introduction to the impact and goals for the position.

Collaboration round (~1h): Together with two team members, you will discuss your approach to a problem scenario to assess collaboration fit and ways of working.

The practicalities (~45m): Closing talk with our Director of Technical Support, Lindsay agreeing about compensation, starting date, and all other practical details.

 Best of success with your application

 

We are screening and interviewing on an ongoing basis. If you are interested in any of our roles, please do not hesitate to submit your application.

Penneo is an equal-opportunity employer. All aspects of employment, hiring, and promotion are based on merit and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity, or expression.

Please be aware that if hired, as part of our Background check, we require a copy of your criminal record. We do that to ensure that we remain a trusted service provider and partner as well as to comply with relevant compliance requirements such as ISO27001.

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