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Customer Support Specialist

1 month ago

Oslo, Oslo County, Norway TN Norway Full time

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About Us:
Ascertra operates under the umbrella of the Vela Software Group, a division of Constellation Software Inc. – a world leader in acquiring, managing, and growing software companies that are essential to their industries.

Ascertra's product portfolio includes leading solutions such as Proarc, Coreworx, and Mpower, each addressing critical challenges and risks related to managing information and resources across complex capital projects and asset operations.

Ascertra customers use our software to manage the volumes of information and processes that go along with the planning, engineering, construction, and operation of complex capital projects, such as offshore oil rigs, refineries, offshore wind farms, and power generation plants – and that makes us proud.

Role Overview

The Customer Support Specialist is involved with proactively and reactively handling support tickets and dialogue with customers in their use of Ascertra products. This role is critical to ensuring the success of Ascertra's customers by enhancing their everyday work efficiency within the service level agreement (SLA) framework.

The Customer Support Specialist will be responsible for maintaining effective working relations with external customers and internal teams, providing timely solutions to reported issues, and maintaining detailed records of support requests, resolutions, and actions taken.

Using detailed product knowledge and experience, the Customer Support Specialist provides resolutions to complex issues mentoring/transferring knowledge to other team members.

Responsibilities
  • Act as a point of contact for critical incidents, leading response and resolution efforts.
  • Collaborate with other teams / departments as advocates for customer issues participating in support ticket reviews and product enhancement discussions as required.
  • Receive and screen all incoming incidents from our customers' super users via our support portal.
  • Update internal systems with relevant customer information.
  • Second-line functional and technical customer support of our software solutions.
  • Proactively guide and solve our customers' technical/functional questions and issues related to the software.
  • Communicate with our customers in a trustworthy manner.
  • Follow up with other teams within Ascertra and our sub-suppliers to secure progress and good solutions to issues.
Requirements and Skills
  • University degree, college diploma, or equivalent in computer science or engineering.
  • You must have the ability to speak, read, and write fluently in Norwegian and English (Business Language: English).
  • Specific experience of document management systems would be an asset.
  • A technical mindset with great attention to detail.
  • Excellent interpersonal skills with strong problem-solving abilities.
  • Ability to understand how Ascertra customers operate and the challenges they face.
  • A proactive mindset - you take initiative and responsibilities without being directed from task to task.
  • Action-oriented, social, committed, and structured in approach to tasks and responsibilities.
  • Committed to delivering quality work and completing tasks effectively and efficiently.
  • Ability to handle multiple activities in parallel.
  • Demonstrates a positive attitude towards change and is adaptable in a fast-paced, evolving environment.
  • Actively seeks opportunities to learn new processes, tools, and technologies, ensuring the customer support team remains agile and responsive to the needs of the business and its clients.
  • In addition, you have experience and knowledge within several of the following areas:
    • Development/support/customer support from business-critical software.
    • Interest and experience with information management solutions.
    • Good knowledge of Microsoft Office products.
    • Databases and SQL queries.
Location

This role is based in Ascertra's Oslo office, Norway.

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