Customer Support Specialist

Job summary

This role focuses on assisting HR administrators in effectively utilizing a flexible HR system designed for small and medium-sized businesses. The position is integral to enhancing customer satisfaction and system adoption by troubleshooting issues and optimizing platform use.

Qualifications

• Strong communication skills to explain complex system behaviors to both non-technical and experienced users.
• Technical curiosity with an understanding of system logic, browser behavior, and basic integrations (e.g., API concepts).
• Structured problem-solving abilities to identify root causes and guide customers to solutions.
• Experience in customer support, SaaS, or with complex systems; familiarity with HR systems is a plus.
• Fluency in Danish and English, both written and spoken.

Responsibilities

• Provide customer support via phone and ticketing systems, including troubleshooting and guidance.
• Advise HR administrators and super users on system configuration, workflows, and best practices.
• Analyze customer issues and create clear cases for escalation to 2nd line support.
• Identify patterns in customer feedback to contribute to product and process improvements.

Education

• Relevant experience in customer support or related fields is preferred.

Tools

• Familiarity with HR systems and customer support tools is beneficial.