Customer service supporter for the Microsoft team

Do you enjoy delivering a little better service than people expect? Are you crazy about technical challenges and a team where we are more than colleagues (not in that way...)? Then we have the job for you.

We have hired several of our best colleagues without much experience with Microsoft 365. The most important for us is that you want to learn, like customers and want to help them all the way.

The good colleague with us has three things

• Technical understanding

You’re a nerd, it doesn’t matter what about, and you have a good sense of how things fit together. When something doesn’t work, you become curious and want to know why. You don’t need to know Microsoft 365 beforehand. Licenses and backup we’ll teach you from scratch.

Are you technically strong? Then there is a lot to come after. Experience with Microsoft 365 licenses, DNS, PowerShell or SharePoint means we can quickly use you on the more complex cases.

• Customer sense

Customers are very different. One calls because the email has gone down in a busy day, another doesn’t know what a Microsoft license is. Both must be met where they are. You like talking to people, even when they are frustrated, and you hit the tone that suits the person calling. You explain without talking down to anyone, and you don’t let the customer feel that others are waiting. The customer should hang up and think: that was easy.

• Willingness to advise and sell

It is one of our core tasks. You help not only with what the customer asks, but also with what they should have asked. It requires that you are curious about the customer\'s everyday life, and that you dare to suggest. You don’t need to have sold before, we will teach you. But you must want to.

Your everyday: We are there when customers call

At the core of the job is the telephone. Customers call us when they need help, and we must be there. You sit on the phone most of your working time together with a team that helps each other through the busy periods.

From about 9 to 14 there is most to do. Some days it goes from one call to the next, but not every day, and the time when the phone is quiet we use for other tasks.

What we solve in the conversations

• Troubleshooting and sparring about the customer’s Microsoft 365 solution and email
• Setup and configuration as well as help with licenses
• Contact to our operations departments and error reports to Microsoft when necessary

Advice in every call

When the customer’s problem is solved, we don’t stop. We ask how the customer uses their solution, and check if it fits. Perhaps they have no backup of their Microsoft 365 data, and they discover that only when something goes wrong. Sometimes it leads to a sale, other times we save the customer money. Both are good advice.

When the phone is quiet

It’s a bit like in a shop: when there are no customers, you prepare for the next. For us that means you call out to customers and follow up, you update our customer-facing guides or have a small project you can work on and off.

But this is also where you develop yourself. We spend a large part of our time getting better at what we do. Sometimes formally, where we take certifications. Other times completely informally, where you sit and try things, explore a solution or figure out how something really hangs together. This is where the nerdiness gets space, and what you discover makes us all better for the next call.

How we teach you

• Week 1-5: Onboarding and training. You get a buddy from day one and a colleague responsible for your professional training. Here you learn our systems, products and the customers. You don’t need to perform yet, just learn.
• Then: Sparring up close. In the following months you sit close to an experienced colleague you can ask freely. You take more and more cases yourself.
• Then you’re autonomous, but never alone. When you’re ready, you solve most cases yourself. Still everyone asks a colleague or our professional coordinator from time to time.

No one can know everything, but together we can do it all

In the Microsoft team we come from very different places. We have someone from electronics at Føtex, a receptionist and a craftsman. We have candidates in Nordic languages and in experiential economy, and then we have an IT technologist and an IT support apprentice. Here there are both those who love technical details and those who are good at explaining them.

When the customer calls, we are their extended arm into the rest of team.blue . Therefore we sit close to colleagues in sales, development and operations, and that’s why we ask each other all the time.

Your team leader sits in the middle of the room and is always available to talk. We have regular 1-to-1 conversations where you can get sparring, align expectations or share loose and fast.

What you get with us

• Room to be yourself. There is room for diversity, and you’ll feel it from day one.
• Food and coffee worth showing up for. We have a staff restaurant with breakfast, lunch and incredibly good coffee.
• Overall compensation package: 29,342 DKK per month before tax, including 11% pension and 10% flexible benefit account.
• Health insurance, gym and access to physiotherapist massage
• Social events, both across and in the department, e.g. Friday bracelets for Smukfest
• Discount schemes and employee offers, e.g. hairdresser scheme

Practical

• Working hours: 37 hours per week, Monday to Friday. Your working day is usually between 8 and 16. Our phones are open from 7 to 19, so occasionally you may be asked to take an early or late shift. We agree this in advance.
• Workplace: Højvangen 4, 8660 Skanderborg.
• Remote work: You can take a remote work day if you need to go to the dentist, or the car needs service. However, we would like you to be more in the office than at home, as it strengthens both collaboration and camaraderie.

Can you recognize yourself?

Apply via the link. We process applications continuously and invite to interview as they come in.

If you have questions, you are welcome to contact team leader Rune Andreasen at [email protected] .