Support and Application Specialist

Support and Application Specialist

Support and Application Specialist

We are growing

Cinode is expanding and we are now looking for a Support and Application Specialist. The role entails monitoring and taking full responsibility for the customer support chat. You will also create instructions for our knowledge base, based on release notes provided by dev.

Cinode is a Nordic SaaS supplier of a competence platform that helps companies identify, visualize and match skills, internally and externally, which further enables their customers to optimize the use of resources.

With over tens of thousands of users in over 20 countries, they now have their sight set on becoming the largest Skills management platform in Europe and global thought leaders within the field.
At Cinode you will be a part of an exciting journey. We highly value our entrepreneurial mindset and encourage our employees to be an active part of the company’s growth and development. Cinode’s culture is characterized by transparency, teamwork, ownership, insights, and thought leadership.

Challenging goals are combined with flexibility and individual development. We make a difference for consulting companies, professional service companies, and consultants, all whilst having a lot of fun!
Innovation and ambition are two of the main factors that are going to help us grow, and we love to try new ways of working.

Join us on our mission to enable companies and people to connect their skills wherever they’re found!

Role description

This role requires great pedagogical skills and communicative competence. Our job further requires that we understand the challenges that our customers face and know how to adapt to each customer's unique needs. It is important to have a solution-focused attitude when working with customers and users, as well as your own team.

The role is dynamic and diverse and offers great possibilities for a person that wants to work with a wide variety of knowledge-intensive customers in an entrepreneurial and international environment.

The Customer Success Team

In our team, we are unpretentious, humble and kind to one another. We learn together We help and support one another and push each other to become our best selves. When working individually, we take full ownership of our projects, but we also have the courage to ask for help when needed.

Key Responsibilities

• Reply and follow up support tickets inapp, via e-mail and phone
• Work proactively to support low usage customers by a person-driven approach, via phone and e-mails
• Develop the Cinode Knowledge base, write articles/instructions, and secure the great updated quality of the material in English
• Record Instruction/Training videos of Cinode functionality in English
• Have responsibility for Release Notes towards customers - in-app and via e-mail in English
• Work proactively to develop the support processes
• Create and implement new ways of working with existing support and communication tools.
• Report bugs, support ticket issues, and other relevant information to Development.
• Be a master user of the tools Intercom and Startdeliver

Skills, Traits & Competencies

• Strong communication, interpersonal, teamworking, and customer service skills.
• Driven, curious about learning, and fearless
• Excellent time management skills, and ability to multi-task
• Able to understand different customer needs, profiles, and business problems
• Experience from working in a data-driven role, performing analysis and acting on data
• Excellent administrative skills
• Detail-oriented
• Pedagogical
• Great technical understanding, interest in technical applications
• Has a business mindset and an understanding of upsell potential
• Fluent in English and Swedish
• Finnish is not a requirement, but it is an advantage

Apply to the job!