Danish/English Speaking Technical Support Agent (Business to Business)
The Opportunity
Join an energetic team in one of the fastest-growing sectors in software: cybersecurity.
At VIPRE Security Group , our Support team plays a key role in helping protect customers from cyber threats. We support businesses, partners, MSPs, resellers, OEM vendors, and end users by helping them get the most from our security, privacy, email protection, and data protection solutions.
We are looking for a Danish and English speaking Technical Support Agent to provide first-line technical support during Danish office hours. This role is ideal for someone who enjoys problem-solving, customer communication, and working as part of a collaborative international support team.
Key Responsibilities
As a Danish/English Speaking Technical Support Agent, you will:
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Provide first-line technical support to customers via phone, tickets, and live chat.
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Support Danish and English speaking customers across multiple communication channels.
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Engage with customers clearly, professionally, and with empathy.
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Identify what the customer is trying to achieve and determine the nature of the issue.
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Gather relevant information, including the steps already taken by the customer.
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Attempt to reproduce reported issues where appropriate.
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Analyse symptoms and, where possible, identify the underlying problem.
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Provide relevant troubleshooting steps, guidance, or solutions.
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Direct customers to suitable help articles or product documentation.
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Communicate clearly and follow up with customers until issues are resolved or escalated.
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Escalate unresolved or more complex issues to second-line support with accurate notes and supporting detail.
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Monitor for and proactively identify potential or emerging customer-impacting issues.
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Participate as an active member of the regional and wider global support team.
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Share recommendations for improving customer experience, internal processes, and support quality.
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Stay up to date with product, process, and operational communications that impact the support organisation.
Job Qualifications
The successful candidate will have:
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Strong written and verbal communication skills in both Danish and English.
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Experience using Danish and English in a professional customer-facing environment.
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A calm, patient, and empathetic approach when supporting customers in stressful situations.
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A genuine interest in solving customer problems.
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The ability to build respectful working relationships with colleagues and customers.
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Strong attendance, time management, attention to detail, and personal reliability.
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The ability to work independently and as part of a team.
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A flexible and positive approach to change.
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The ability to resolve conflict professionally and effectively.
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A willingness to accept constructive feedback and use it to improve knowledge and skills.
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The ability to learn new systems, products, and processes in a timely manner.
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Good deductive reasoning, troubleshooting, and problem-solving skills.
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The ability to prioritise tasks accurately and make decisions within established guidelines and policies.
Experience
Required:
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3+ years of recent experience in technical troubleshooting, customer support, or problem-solving roles.
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Customer service experience in a technical support environment.
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Intermediate to advanced knowledge of Windows, macOS, or Linux operating systems.
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General understanding of commonly used internet protocols and web-based applications.
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Experience supporting users with internet-connected devices and associated applications.
Strongly preferred:
- Experience with VPN technologies.
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Experience with Microsoft 365 and/or Google Workspace.
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Experience with virtual machines or remote environments.
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Experience using Zendesk, Confluence, Jira, or similar support and knowledge management tools.
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Experience supporting cybersecurity, email security, SaaS, or cloud-based products.
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