JOB SUMMARY:
The primary responsibility of L1 support is to handle basic queries and resolve straightforward issues. These could include password resets, software installations, and general troubleshooting. L1 support is the frontline, offering a quick and accessible solution for common IT-related problems.
Our values are based on principles as openness, tolerance and willingness to give and receive feedback.
We care a lot about our people and we support them.
We work on our own products and the quality of our products is very important to us.
Your goal will be to be a team player who shares the same values with us.
JOB RESPONSIBILITIES:
- First contact and communication with customers by phone, email, and in person.
- Reception, selection and answering of questions from customers.
- Resolving customer requests and problems.
- Creation and updating of bugs and issues in reporting tool for Testing team and Developers.
- Assigning customer requests to Customer Support Engineer L2.
- Providing information on the availability of CS Engineers.
- Creation and updating of documentation and problem-solving procedures.
- Responsibility for the quality of the information provided (correctness, professional and at the same time human approach).
- Organization of customer training.
- Managing data in company systems.
- KPI and SLA overview reporting.
- For prompt communication with the customer.
- For resolving of customer requests and problems.
- For timely and correct selection of customer requirements.
- For tracking the solution and recording the status of the customer’s request.
- For planning and organizing customer trainings.
- For data processing in company systems.
- For charts orders and updates.
- For SLA overview reports.
- For the quality and full performance of the work resulting from the job position.
KEY REQUIREMENTS:
- Education: University of Technical specialization.
- Certifications needed:
- Experience:
- 2 years – customer support.
- Internal IT.
- Technical position.
- Knowledge of Microsoft Windows OS (Windows 10 & Windows 11).
- Basic network understanding, tracing TCP/UDP traffic via network tools is advantage (Wireshark, TCP/UDP View, telnet, ping).
- Microsoft Office.
- Skills:
- English – Upper intermediate (B2) – written and spoken.
- Excellent communication skills.
- Proactive, problem solving and solution seeking attitude.
- Willingness to learn.
WE OFFER:
- Opportunity to work on our own products in a very unique domain – offshore energy
- Flexible working hours
- Working in an environment where we continuously introduce the latest processes and approaches, to increase customer success as well as DX
- Books and materials you need for your education and development
- Health package – height adjustable tables, ergonomic chairs, fruit
- Benefit system tailored for each employee focused on well-being and development
- Team-buildings and company retreats
- Opportunity to see the locations where our customers are located (Norway, UK, Asia…) and see how offshore wind farms and coastal and marine surveillance work
- Financial contributions for home internet, III. Pension pillar, for lifetime jubilees etc.
- Loyalty bonus
- Extra vacation and Birthday Off
- Health Day, grill parties
Vissim is a technology company, developing innovative software solutions for the maritime and offshore energy domain. Our focus is to provide solutions for optimized constructions and operations logistics for windfarms and to provide safety at sea. Unlocking the potential in our software solutions, we deliver turnkey projects all over the world utilizing renewable energy sources and minimizing the environmental footprint.
