Technical Support Specialist

Job summary

The role involves providing technical support and managing escalations within a global support team for technology brands. The position is based in Ballerup and requires collaboration with engineering and product teams to resolve customer issues and improve product quality.

Qualifications

• Minimum of 3 years in technical support, sales engineering, or a similar customer-facing technical role.
• Bachelor's degree in IT, Computer Science, Electrical/Telecommunications Engineering, or equivalent experience.
• Strong troubleshooting skills for hardware and software related to PC peripherals and enterprise audio products.
• Understanding of networking fundamentals and hardware configuration.
• Experience in testing, validation, and issue resolution.
• Excellent analytical and problem-solving abilities with a customer-first approach.
• Effective communication skills in English; additional languages are a plus.
• Self-motivated and adaptable, with the ability to work independently and collaboratively.
• Proficiency in Microsoft 365, Teams, and CRM/case management tools.

Responsibilities

• Act as the primary escalation point between first-level support and engineering, managing escalations to resolution.
• Coach first-level support agents on case handling and escalation processes.
• Troubleshoot and resolve product issues for customers, both remotely and on-site.
• Support Sales at expos, trade shows, and customer demonstrations.
• Serve as a technical contact for key accounts and deliver product training.
• Channel customer feedback to product development teams for continuous improvement.

Skills

• Strong analytical and problem-solving skills.
• Effective communication and presentation skills.

Education

• Bachelor's degree in a relevant field or equivalent practical experience.

Tools

• Microsoft 365, Teams, and CRM/case management platforms.