K3 is a leading global supplier of integrated business systems to retailers, manufacturers and distributors. We have over 25 years’ experience of delivering award winning solutions for more than 3,000 customers across 20 countries. Our success is built upon world class software, tailored by our industry expertise and delivered by our world class service. To learn more about our company, please visit www.k3btg.com.
The First Line Support (FLS) Analyst provides support to our global customers, partners and implementation teams. It is a customer-focused role, which involves logging and investigating cases received via multiple channels and ensuring they progress to completion while keeping customers updated.
The role requires good knowledge of all of K3’s core products and good knowledge of some non-core products. This knowledge is applied with methodical and logical problem solving skills to carry out initial investigation of customer issues, and working closely with other teams where further assistance is required. It also requires that FLS processes are followed and that every effort is made to ensure that customer Service Level Agreements are met.
The FLS Support Analyst should manage customer expectations and ensure that the reputation of our software and services is upheld. You should be aligned to the evolving company culture and contribute to the team’s knowledge base.
Requirements
Key Responsibilities
- Respond to requests from customers, partners, and consultants regarding K3’s software and hardware.
- Resolve straightforward cases.
- Proactively obtain required information from customers.
- Deliver concise and accurate customer updates using clear and precise language.
- Prioritise work based on the Service Level Agreement.
- Own cases through to resolution even if they are assigned to other teams.
- Liaise with FLS and SLS colleagues who may be located in other countries.
- Adhere to established processes to ensure consistent results.
- Identify known issues and document for the whole support team as well as adding other information to the knowledge base which will benefit the whole team.
- Judge when an issue should be escalated to management and expert technical teams.
- Self-motivated, reliable, conscientious and outcome focused.
- Provide out of hours support to customers on a rota with other team members.
Skills & Experience
- Helping external customers via multiple communication methods.
- A proven methodical problem solving and technical mindset.
- Skilled at simplifying and summarising a problem using clear and precise language.
- Ability to perform effectively under pressure, and to manage internal and external expectations around resolution timeframes.
- Self-motivation and able to take responsibility, but knows when to escalate if necessary.
- Liaise and work closely with the appropriate teams on escalated functional and technical issues.
- Fluent in written and verbal English (as well as Danish). Other languages would be an advantage.
- Can demonstrate examples of contributing to team spirit and trust through multiple methods including sharing knowledge in a structured format.
- Customer-orientated with experience working in Retail or with Retail businesses an advantage.
Reporting Line & Location
The First Line Support Analyst will be initially located in the Koge office, but a new office is currently being sought with a possibility of moving to the Copenhagen Suburbs. This role will report to the Head of First Line Support. Flexible hybrid home/office working is available.
Hours
In addition to normal working hours for the country the FLS Analyst is located in, the FLS Analyst will be expected to provide out of hours support to customers on a rota with other team members.
- Normal hours: Monday - Thursday 9am - 5pm, Friday 9am - 4:30pm
- Team members are paid extra to be on the Extended Hotline which means on rotation in the team:
- Providing support from the end of a weekday until 8pm.
- Working a whole weekend shift approximately once every 6-8 weeks which means working Saturday 9am - 5:30pm Sunday 10am 5:30pm. In addition to the Extended Hotline payment, there is one day off in the week after doing a whole weekend shift.
Benefits
With colleagues and customers all over the world, we’ve created a highly dynamic and international work atmosphere. The business that we are in is constantly evolving and because of this, there is always an opportunity to further your professional and personal growth.
As a K3 employee, you can count on:
- An attractive salary
- An ambitious and international working atmosphere
- Appealing secondary benefits
- Being part of a growing, innovative and ambitious organisation with a wide array of potential future career opportunities
For any queries, please get in touch at k3recruitment@k3btg.com.
At K3, we pride ourselves on offering equal opportunities regardless of race, nationality, cultural background, gender, age, marital status, maternity/pregnancy status, sexual orientation, gender identity, disability, religious or political belief.
We care that our business creates a diverse and inclusive culture where everyone is respected and can be themselves. We create a better and more sustainable business for our employees, our partners, the communities we work in and our customers through building non-discriminatory procedures and practices. At K3, every individual has an equal chance to apply and be selected for posts pre-employment and an equal chance to be trained and promoted while employed with the organisation.
