IT-support for enterprise software company

InterForm A/S is looking for a dedicated IT Supporter to join our Customer Success Team in Birkerød. In this role, you’ll be a key part of how we keep our customers happy every day by ensuring fast, professional, and high-quality support during office hours.

You’ll work closely with our Head of Customer Success and our Customer Success Consultants, making sure our customers get the help they need - while also helping free up consultant time by handling day-to-day support efficiently.

Your role and responsibilities

As our IT Supporter, your main mission is to:

• Ensure high customer satisfaction (CSAT) through professional, friendly, and solution-oriented support.
• Secure adherence to Service Level Agreements (SLAs) - making sure response and resolution times meet our commitments.
• Reduce consultant involvement in daily support by handling first-line and second-line inquiries where possible, and escalating only when necessary.

Your day-to-day tasks will include:

• Being the first point of contact for customers during office hours (phone, email, portal/ticket system).
• Troubleshooting technical issues related to InterForm’s solutions and related environments (e.g. configurations, installations, integrations, print/output issues, etc.).
• Logging, prioritizing, and following up on support cases to completion.
• Coordinating with Customer Success Consultants when cases require deeper product or project expertise.
• Monitoring SLAs and keeping an eye on queues, response times, and case progress.
• Contributing to and maintaining knowledge base articles, FAQs, and internal documentation.
• Spotting recurring issues and feeding input back to Product, Development, or Customer Success for improvement.
• Actively contributing to optimizing support processes and tools.

Who you are

We imagine that you:

• Are comfortable talking to customers and can explain technical topics in a clear and structured way.
• Work systematically and proactively - you like structure, follow-up, and closing tickets properly.
• Are motivated by helping people and solving problems, not just forwarding them.
• Communicate clearly in English.
• Thrive in a collaborative environment, working closely with colleagues in Customer Success and other departments.

Please note in your application that you found the job at Jobindex