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Technical Support Expert

2 weeks ago


Copenhagen, Copenhagen, Denmark Lessor Group Full time

Role Overview

We are seeking a highly skilled Technical Support Expert to join our team as a 2nd Level Support & Enablement Specialist. As the primary technical resource for our customer-facing teams, you will play a key role in establishing our new 2nd level Support & Enablement team.

About the Role

  • Deliver 2nd level Support & escalation management, serving as the main contact for customer-facing teams on technical issues.
  • Investigate and reproduce bugs, providing detailed reports with prioritization recommendations to the development team.
  • In collaboration with the Product team, document issues, conduct impact analysis, and suggest prioritization for bug fixes and improvements.

Your Responsibilities

  • Work closely with the Training & knowledge sharing team to develop and deliver internal training programs, create and review documentation, and implement knowledge-sharing tools.
  • Create and review technical documentation, develop self-service material, and support customer calls requiring deep technical insights.
  • Analyze support trends, identify recurring issues, provide data-driven process improvements, and assist in clear incident communication.
  • Drive enhancements in workflows, refine troubleshooting processes, and implement solutions that improve efficiency and customer satisfaction.