Support Specialist (R-18237)
Solna - Sweden
Customer Success /
Employee: Full Time /
Hybrid
Why We Work at Dun & Bradstreet
Dun & Bradstreet combines global data and local expertise to help clients make smarter decisions. With 6,000+ people in 31 countries, we are a team of diverse thinkers and problem solvers who all share a common curiosity: to find new ways to turn data into value. If you share this curiosity and want to be part of a future-ready company, come join us! Learn more at dnb.com/careers.
As a Nordic 2nd line Support Specialist, you are the secondary or third point of contact for customer inquiries that require specialist or technical insight, with the focus on D&B- and Group products and processes.
Main area of responsibility is to handle complex and comprehensive support cases that require insight and knowledge of our D&B/group products. Your overall goal is to provide the best possible customer experience, while ensuring that we achieve and maintain efficient, consistent, and compatible processes.
As a specialist within the Nordic 2 Line team, you will typically have a broad understanding and knowledge about D&B Nordic/Global products and/or the related processes. You have an overall technical understanding regarding both web products and API’s.
Your team will work cross border focus supporting the countries within Nordic Customer Services.
Main objectives for the team are to work as a center of excellence, supporting the local Customer Service teams in solving customer cases, as well as provide and secure knowledge transfer to local/1st line resources, to constantly increase their ability to solve customer cases at first hand.
You will also work closely with Product and Delivery in order to strengthen processes and suggest product improvements.
Key Responsibilities
- Manage complex support inquiries from our customers that require technical insight and expertise about our APIs and products
- Take part in GTM processes with purpose of gaining specialist competence about new products and product activation (product, backend system, data, and process).
- Be the voice of the customer within the business by communicating suggestions for continuous improvements, within the organization, based on customers’ needs or problems.
- Support colleagues in their learning and development.
- Share competence and best practice across Nordic
- Support local 1st and 2nd line with training and skills to perform and improve on First Time Resolution
- Be a Team player that care about your colleagues
- Measured by:
- i. Employee satisfaction
- Review customer feedback and suggest/drive changes to Nordic 2nd line support
- Drive operational improvements and efficiencies on Nordic 2nd line support processes.
- Use Customer feedback to drive Continuous Improvement both towards product and support processes.
- Measured by:
- i. Process efficiency metrics (TBD)
- ii. Process control measures (TBD)
- iii. Process quality measures (TBD)
- Work to ensure that any statutory task is handled within regulatory timescales.
- Work to ensure regulatory and compliance metrics are met, where required.
- Measured by:
- i. To be defined
Key Requirements:
- Problem solver
- Open-minded team player
- Ability to multitask and thrive in a fast-paced teaming environment.
- Energetic with a strong hands-on and “can do” approach.
- Customer oriented and focused on meeting customer expectations.
- Thrives working in a fast-paced environment; including handling multiple tasks per day that sometimes requires immediate follow Well-developed communication skills, including active listening, ability to build empathy, situational awareness and problem up.
- Interest in data and technical solutions
- Advanced administration skills
- Basic understanding or interest for data management
- Working with different systems and interest in/understanding of technical environments
- Critical thinking and problem-solving skills
- Positive way of thinking
- Adaptable and flexible to a changing environment
- Ability to build networks and collaborate with people
- Ability to participate in projects
- Excellent written and verbal communication skills in English.
- Completed Upper secondary school
- Not a requirement, but an advantage; Education within Business economics, Credit Information Act, Computer Science, Business Information Technology, or relent experience
- Experience with working in a data/technical customer support environment.
- Experience from customer facing roles.
- Experience from international or multi-cultural environments or organizations is a benefit.
- Excellent written and verbal communication skills in English are required.
- Demonstrated ethics and sound judgement, both independently and as part of a team.
- Creating training material and leading training programs
- Have knowledge about API tools (Swagger, Postman, SOAP UI), WebService APIer (REST/SOAP), JSON/XML Working, (not a requirement, but an advantage)
- Familiar with ISO9001 or similar processes
Why Join Us?
Does this role sound like a great opportunity but you’re not sure about making a move? We are really proud of our company and culture and think we have some great things to offer. Some of our benefits in Sweden include:
· Two paid volunteer days to contribute to causes in your community
· A paid day every year to use for your health and wellness
· Instead of half days before public holidays, you will have 4 additional full days a year for you to use to celebrate what is meaningful to you
· Annual wellness/sport benefit
· Collective agreement, pension, insurance and parental pay allowance
· Access to free services providing support and counselling
· Flexible working arrangements and hybrid work arrangement for most roles
New Office Location
Our office is currently located in Solna, however we are very excited to be moving to a beautiful new location in central Stockholm at the end of 2025. Our future address will be Fleminggatan 14 in Kungsholmen, just a short walk from Stockholm Central Station.
Whilst some roles do have certain requirements which are essential, we try to focus on hiring based on potential rather than CV as much as possible. If you are unsure you fully meet the requirements, we would still love to hear from you!
All Dun & Bradstreet job postings can be found at https://www.dnb.com/about-us/careers-and-people/joblistings.html and https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
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