As a Technical Support Specialist you will be the frontline ambassador of our company, ensuring that our customers receive exceptional support and assistance. You will play a crucial role in maintaining customer satisfaction by addressing inquiries, resolving issues, and providing insightful guidance on our Design and Execution product.

Responsibilities:

1. Customer Interaction:
   • Respond to customer inquiries via CRM tickets, mail, chat, and phone in a timely and professional manner.
   • Provide clear and concise information regarding product features, functionalities, and issue resolution.
2. Issue Resolution:
   • Diagnose and troubleshoot customer issues, providing step-by-step guidance for problem resolution.
   • Collaborate with the product and engineering teams to escalate and resolve complex issues promptly.
3. Product Knowledge:
   • Develop and maintain in-depth knowledge of Shoreline products to effectively assist customers.
   • Stay informed about product updates, new features, and industry trends.
4. Documentation:
   • Support the creation and updating documentation by the Product team, including FAQs and knowledge base articles, to assist customers in finding solutions independently.
5. Feedback Collection:
   • Gather customer feedback to identify areas for improvement and share insights with the product development team.
   • Advocate for customers by providing valuable input for product enhancement.
6. Customer Advocacy:
   • Promote customer success stories and positive experiences to build brand loyalty.
   • Identify opportunities for upselling or cross-selling additional features or products.

You have a learning mindset and will have a joint responsibility with the rest of the Implementation and Technical Support team for the product delivered to our customers worldwide.  You will share the responsibility for Shoreline’s growth.  You’re a team player who is passionate about supporting customers and simplify the complex nature of designing and executing wind power projects.

You're driven by working on something that has an impact on the green transition, and the safe and efficient adaptation of renewable energy around the world. You enjoy a dynamic every day and would like to be part of a growing team.  You must thrive in developing long-lasting relationships with the customers and helping them take full advantage of the functionalities of Shoreline solutions.

Background

• Experience with renewable energy.
• Project management experience. 
• Analytical skills are highly preferred. 
• Software company experience, SaaS preferred.
• Minimum 3 years of experience in an appropriate customer setting.
• Deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• High level of English both written and spoken is a requirement, and additional European language skills are an advantage.

Personal skills

• Planning and time management skills.
• Analytical thinking.
• Focus on quality and detailed-oriented.
• You are positive and flexible to changes as this is a must for success in Shoreline.
• Exceptional ability to communicate and foster positive business relationships, internally and externally.
• Problem-solving.
• Team player and positive mid-set.

Qualifications:

• Excellent communication skills, both written and verbal.
• Strong problem-solving and analytical abilities.
• Prior experience in customer support or a related field is a plus.
• Familiarity with Shoreline/SaaS products and technology is advantageous.
• Familiarity with Asset Hierarchy and work order flow is advantageous.  
• Customer-centric mindset and a commitment to delivering exceptional service.

• The opportunity to become a member of a fast-growing and venture-backed company with tremendous global potential, where your contribution will make a significant difference.
• An international work environment with a team of knowledgeable and dedicated people that together create amazing services and software for our customers.
• A work environment focused on empowerment, happiness, autonomy, and results.
• A clear career development plan. 
• A position where you are welcome and encouraged to provide feedback to help shape our platform and product.
• A “work hard - play hard - and go home” mentality.
• Remuneration package is matching your qualifications and market conditions.
• Company lunch program
• Team buildings and the possibility for external training and conference attendance to keep your mind fresh and innovative.

If you would like to know more about the position, please reach out to Maj-Brit Stroemdahl Flaskager, Head of Implementation and Technical Support, flaskager@shoreline.no 

We are working purposefully to find the right candidate for this position and job interviews are held on an ongoing basis, so please do not hesitate to apply for the position.