Technical Support Agent

Permanent employee, Full-time · Copenhagen
Aiming for new heights
At Scalepoint, we aim for the stars. We support insurers in their digital journey to automate and provide better customer experience. Our solutions are unique, and Scalepoint CORE was recently appointed the world`s best claims management solution!

We're on the lookout for a skilled and dedicated Technical Support Agent with strong technical understanding and solid experience in IT operations.
In this role, you'll enjoy an exciting and varied workday as part of a young and dedicated team, where you will assist some of the largest Scandinavian insurance companies, suppliers, and customers from Denmark, Sweden, and Norway. You will be the go-to expert for technical issues, providing professional support to both customers and service partners, ensuring seamless operations.

If you're passionate about providing professional support and ensuring smooth system operations for our customers and service partners, this could be the perfect opportunity for you!

What kind of geek are you?
At Scalepoint, we embrace your inner geek, passion for tech and having fun. While you may not tick every box, your curiosity and willingness to learn new technologies matter most. Technical flair and experience with the following are a plus:

• IT Operations Experience: We’re seeking someone with a solid background in IT operations and a strong technical foundation. You should be skilled at investigating and diagnosing issues while navigating various IT systems. While programming isn’t required, being able to read code and understand its principles is crucial. Familiarity with formats like HTML and JSON is a definite plus.
• Support Experience: Prior experience in 1st line support is highly preferred, as this role primarily operates at the 2nd line of support. You will be responsible for providing technical assistance to key customers and partners. Familiarity with common user challenges, practical troubleshooting techniques and having some tricks up your sleeve is a big advantage as you need to be ready to dive further into tricky technical challenges in search of clever solutions.
• Problem Solver: You’re quick on your feet, detail-oriented, and unafraid to ask questions to get to the root of a problem. You’re proactive, calm under pressure, and take pride in delivering exceptional service.
• Communication Skills: Strong English skills, both written and verbal, are essential. You must also be able to explain technical topics in a way that’s easy for non-technical people to understand.

You'll play a key role in ensuring our systems run smoothly, directly impacting customer satisfaction and the overall success of the company. Your work will be noticed and appreciated!

What to dive into
Join a company that values your development. We offer training and opportunities to expand your skill set in IT operations, support, and incident management. As you grow with us, so will your responsibilities and career opportunities. Your areas of responsibility will consist of:

• Support and Incident Management: Work closely with your team to provide top-notch support to customers and service partners. This includes handling inquiries, diagnosing errors, and coordinating solutions with service partners, superusers, and internal teams.
• System Navigation: Assist customers in navigating multiple systems and provide them with the support they need.
• Incident Handling: The team you’ll be part of holds the overall responsibility for incident management, ensuring that normal service levels are restored as quickly as possible when system errors occur.

While the role may require handling incidents during irregular hours, we ensure a supportive environment where your work-life balance is respected.

Would you like to join the journey?
We offer you an opportunity to join a company with an ambitious growth and international agenda based on staying innovative, competitive, and a trustworthy partner to our customers.

Ready to embark on this exciting journey with us? Submit your CV now. We're continuously reviewing applications and conducting interviews.

If you have any questions, please contact our Head of Service Excellence & Planning, Maya Egerrup on e-mail [email protected]