Associate Application Support Consultant (Swedish speaking)

Description

The company is an agile, fast-growing cloud business with over 40 years of history. It builds enterprise resource planning software for mid-market organisations whose work depends on people.

The role is a customer-facing support position for IT and business application questions across the company's solutions. You will be the team's entry point for those questions, working on support cases and a range of related tasks for the customer base.

Responsibilities

• Take first-line customer questions about IT and business applications and resolve support cases to a conclusion, working with colleagues and R&D where needed.
• Investigate, log and document application defects that reach the Application Support team.
• Flag likely escalations early to your Team Leader and arrange any extra resources needed for an investigation.
• Own complex or escalated issues and keep customers informed of progress at every stage.
• Follow the company's information security requirements, internal procedures, policies and ISO standards.
• Look into ways to improve processes that would make the customer experience better, then present them to the Customer Services Team Leader.
• Spot opportunities for service improvement or chargeable work and raise them through the correct channels.
• Build your own personal development plan covering both product and technical skills and soft skills.
• Train and mentor less experienced team members on product knowledge, skills and processes.
• Help and support colleagues as part of a team.

Requirements

• Fluent English, spoken and written.
• Fluent Swedish, spoken and written.
• Strong analytical and problem-solving skills.
• Solid knowledge of Microsoft technologies, workplace processes and IT infrastructure.
• Excellent customer-facing skills and a clear grasp of what excellent customer service means in practice.
• Ability to manage your own time, set priorities and meet deadlines.
• A friendly, professional manner and an upbeat approach to tasks.
• Able to take initiative and work independently as well as in a team.
• Ability to work in a dual working environment.
• Knowledge or experience of ServiceNow and ITIL.
• A financial or accounting background is a plus.
• Experience using financial software is an advantage.
• Previous experience in a customer service environment is an advantage.
• Knowledge of a the company ERP module or other modules would be an asset.

Conditions

This role may require security clearance for customer projects and access to sensitive customer data.

After an offer is accepted, background checks may follow. Subject to local law, these may ask for a criminal record declaration, right to work evidence, personal identification and work history, handled under local privacy rules.

The company hires on skills, qualifications and business needs, and welcomes applications from pregnant people and parents-to-be.

Benefits

• A culture built on trust and accountability, with the freedom to act and make an impact.
• Flexible Leave paid time off policy, remote working opportunities and Global Wellbeing Days.
• Growth support, with the tools and guidance to do your best work.
• Colleagues and mentors drawn from the software industry's strongest talent.
• Sustainability initiatives, including the Environmental, Social and Governance strategy and the Act4Good programme.
• A safe, inclusive workplace, with Employee Resource Groups open to everyone.