Support System Engineer

We are Puzzel!
Puzzel is a fast-growing B2B SaaS company and our ambition is to be a clear European leader by 2023. We are playing in customer experience (CX) with a focus on omni-channel customer service platform (‘CCaaS’) with the flexibility and scalability to support smaller enterprises and global corporations.
With headquarters in Oslo, Norway and offices in the UK, Sweden, Denmark, Finland and Bulgaria, we have over 20 years of pure cloud experience. We deliver a complete customer service platform with a proven track record. Puzzel was recognised as a Challenger in Gartner’s Magic Quadrant for Contact Centre as a Service for the fifth consecutive year.
When joining our team at Puzzel you are empowered to learn, lead and perform at your best, shaping the future of how companies engage with their customers to provide the best customer experience possible.
Our team of Puzzelers are at the heart of everything we do. Success comes from our employees and we have built our culture around our four values and encourage Puzzelers to be inventive, dependable, adaptive and empowered. We share information and ideas openly and with confidence and are direct and honest with each other. We work hard and enjoy what we do while constantly evolving to remain up to date with current thinking and innovation. We are passionate about being responsive to both our diverse customers and employees. All of this combined means we can achieve the ultimate goal: an inspired workplace with the culture and values to match.
We offer you an environment where you are able to perform to the best of your ability and where you continuously see your abilities expand.
Find out more at www.puzzel.com
The Role:
Our Support System Engineer will provide technical software/application support for Puzzel’s corporate customers and partners on Puzzel Services via phone, chat and tickets. This includes troubleshooting and performing changes on existing solutions. Our primary customer contact persons are system administrators and technical resources. A typical day will consist of handling changes, questions and incidents via phone, chat and tickets according to our Service Level Agreement (SLA).
Your responsibilities
Solve tickets in Puzzel’s ticketing system
Be an advisor on Puzzel’s products
Participate in system training
Support and help develop others in the team
Keep up to date and have technical knowledge of Puzzel and their products
Prioritise and answer requests from customers (phone, email, chat)
Obey the firm’s quality and safety system



You will ideally have:
Minimum Bachelor’s Degree
Knowledge of programming
Mastering SQL, XML, Microsoft AD and Exchange
Experience with WFO/WFM products
Experience with Ticketing systems
Experience with technical support
Good written and oral communication skills
Experience in configuring, monitoring and troubleshooting systems
Proven track record of having a systematic, structured and process-orientated way of working
Ability to be flexible, reliable and service minded
Enjoy working as part of a great team that support each other!



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