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Support Engineer

1 month ago

Bergen, Vestland, Norway Sanoma Learning Full time
About The Role

We are looking for a committed and experienced employee who wants to help create the best support team in itslearning. You will be the 'face' of the company, and as the first point of contact for product-related enquiries, it is important that you are both service-minded and solution-oriented.

As a Support Consultant at the company's head office in Bergen, your main task is to ensure that our customers get the best experience when they contact us. You will be working as part of our Nordic support team and we especially want to strengthen support for our Danish customers and if you speak Danish it is an advantage. We are flexible in terms of work location and can offer office space in Helsinki, Bergen and Copenhagen.

Key tasks
  • Assess support requests: receive, register, classify and prioritise requests.
  • Resolving technical and product related support enquiries through our support portal and when necessary over the phone.
  • Testing and re-creation of challenging issues and associated structured bug reporting to development teams.
  • Follow up and escalate enquiries according to agreed routines.
  • Keeping users, customers and colleagues informed about the status and progress of support cases and operational incidents.
  • Help shape and develop processes and routines for the department.
  • Proactive and reactive customer follow-up.
Qualifications
  • Service-oriented and keen to put the customer in focus.
  • Experience from customer service/support.
  • Experience of using a learning platform and knowledge of ITIL would be an advantage.
  • Experience with case management system and error reporting system (Jira).
  • Good oral and written communication skills in one or more Nordic languages and English.
  • Minimum 3-year education from college/university.
About You
  • Committed and keen to give the customer the best service.
  • Logical, structured and analytical even in a hectic workday.
  • Good communication skills, positive attitude and proactive mindset.
  • Good at co-operating in teams, but at the same time self-driven and someone who likes to take responsibility for their own working day.
  • An interest in schools and pedagogy is an advantage.
We offer
  • Permanent employment in 100% position.
  • Competitive salary.
  • Good insurance and pension agreements.
  • Cosy and modern office in central Bergen, Copenhagen, Malmö and Helsinki.
  • Flexibility with regard to home office.
  • A professional and challenging environment with highly skilled colleagues.
  • Cosy and social happenings.
  • Comprehensive training in our products and services.
  • Varied and exciting work assignments.
About Us

itslearning is a cloud based online learning management system designed for teaching and learning. itslearning can be used in all education settings to facilitate online teaching, learning, and course management. It serves as a digital platform that educators, students, and administrators can use to create, deliver, and manage educational content and activities. We are Nordic in spirit and by design. Our focus is to deliver an intuitive Learning Management System, empowering educators and students.

Our platform helps you plan for successful learning. It's easy to create lessons and resources that engage students, and to streamline common teaching tasks - allowing more time to teach. Teachers get actionable insights about student progress to help better personalise instruction. The result: delighted teachers, happy students, and improved learning.

Based in Bergen, Norway, we serve millions of people around the world.

About Sanoma Learning

How do you prepare students for the world, engage their curiosity and inspire them to grow? That is the main question of teachers all around the world. At Sanoma Learning, it has always been our mission to help to find and develop best-in-class answers to this question. If you join us, it means that you embark on an exciting journey to help shape the future of learning for primary, secondary and vocational education. We believe that your journey is our success as a company.

Sanoma Learning is a leading K12 European learning company, operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child to reach their potential. By offering printed and digital learning content, as well as digital learning and teaching platforms for primary, secondary and vocational education, we want to grow our positive impact on learning across Europe. With over 3000 employees, we help shape the future of education for 25+ million of students.

So, are you ready to start your journey to help shape the future of learning and help teachers to support all students to reach their potential?

Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics.
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