Support Specialist

We are looking for a Support Specialist to help us in our continuing mission to create world-class apps together with our partners. You will be involved in developing our specialized support function.
You will be part of the Governance team, enabling great support by working with both our internal product teams and our partners. You will be there to aid and support all our different partners to solve their issues.
You are an organized and analytical person with a technical interest and a passion for products, process and people. You gladly take responsibility to help create structured processes for the support function in the best possible way and find opportunities to grow and strengthen the support area.


What you’ll do
You'll act in between the 2nd and 3rd line of support and will be working with all our partner projects together with in-house teams regarding all support matters. You will work closely with the Governance team who help our product teams and partners with data insights. By collaborating with them you will also be working with reporting trends and analyzing patterns of incoming tasks.
For example:
Handle customer requests, questions, and complaints on a variety of support channels.
Follow up with customers after resolving their issues, keep records of issues and report back to project teams.
Take part in our continuous work for improving existing workflows, and establish new ones where needed.
Foster great collaboration with partners.
Continuously improve the customer experience through the support processes.
Collaborate with the internal teams and partners on how the support flows should be set up for best results.
Train our team and partners in the support processes.



Who you are
We're looking for someone who enjoys helping customers and has a problem-solving mindset. Structure comes naturally to you and you are used to administrative tasks. You are a true team player and take initiative when you see that your support is needed.
You have an education that is relevant for the job. You might have previous experience working with customer service, preferably business-to-business and knowledge of service procedures and CRM/ticketing systems. Ideally you’ve been working with consumer facing apps before and have a passion for apps and digital solutions.
For this role, you need to be fluent in both written and spoken Swedish and English.