Support System Engineer

A great package is on offer: 25 days holiday + Bank Holidays + Flexible Working + Pension Scheme+ Life Insurance + Wine on your birthday + Working With A Great Team!
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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!

Additional information

  • Remote status

    Temporarily remote

We usually respond within two weeks

Or, know someone who would be a perfect fit? Let them know!

Stockholm, Sweden

Gustavslundsvägen 145
167 51 Bromma Directions +46840004000

Puzzeler perks

  • Great compensation package:

    Generous holiday days • Generous pension contribution • Benefits package

  • Work - Life Balance:

    Flexi time • Remote working options • Stylish city offices

  • Company social activities and Puzzel Care:

    Training and events attendance • Yearly kick off events • Birthday gift

Workplace & culture

We are proud with our strong company culture and friendly atmosphere, pleasant working environment and colleagues with extensive experience and technical expertise.

We have an environment that is characterized by freedom and confidence to the individual employee, professional challenges and great professional and personal development opportunity.

Great people, of course! We Puzzelers are a diverse and inspired bunch who work hard and are passionate about what we do.

To work at Puzzel is an opportunity to influence and shape your own position in a company with big plans ahead.


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