Are you a talented Technical Support Specialist wanting to provide enterprise-level assistance to large organizations around the world? Do you enjoy helping, diagnosing and troubleshooting software problems? Do you like helping customers succeed?
If the answer is “yes” to all of the questions above, this role might be the perfect fit for you! At Joubel you would be joining a team of passionate and creative people looking to revolutionize the way rich content like videos, games, and simulations are created and experienced in the future.
Work description
In this role you will be working with our enterprise customers helping them solve complex problems that require a deep understanding of our software, their software and how they are connected. You will typically communicate with customers via email, but video with screen-sharing is not uncommon either. You will also be improving our support systems and documentations to help our customers proactively.
Your responsibilities will include:
- Ask customers targeted questions or host screen sharing sessions to quickly understand the root of the problem.
- Log and track customer issues and make sure they are resolved.
- Diagnose and troubleshoot technical issues.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Make sure customers are kept informed during the process.
- Prioritize and manage several open issues at one time.
- Document technical knowledge in the form of guides and manuals.
- Improve our support systems.
- Maintain professional relationships with clients.
Qualifications
- Proven work experience as a Technical Support Specialist or similar second and/or second or third level support role.
- Sound understanding of computer systems, mobile devices and web technologies.
- Ability to diagnose and troubleshoot complex technical issues.
- Excellent problem-solving and communication skills.
- Experience with ed-tech solutions like virtual learning environments (VLEs) and the LTI specification is a plus.
- Bachelor's degree, or an equivalent of experience or training in industry
- Depending on what time-zone you are in you might have to be able to work some hours in the evenings (answer emails and host video meetings), as a majority of our customers are international.
- You must be a self-starter and able to work independently.
- Solid written and verbal communication skills.As the majority of the communication is textual you must be a fast typer.
- Must be located in Norway and willing to temporarily or permanently relocate to Tromsø (Norway).
All internal communication is in English and 99 % of Joubel's customers speak English. You must write and speak English almost fluently (Norwegian is not a requirement). The position requires a clean criminal record. Relevant candidates must submit documentation of this.
We offer
- Working in a fast growing team with intelligent and passionate people.
- A rich variation of challenges where the results of your efforts will be used by millions of people around the world.
- Loose vacation policy.
- Flextime with core time from 9:00 - 15:00.
- Competitive salary.
- Be part of changing the future for Internet content.
- Highly efficient work environment, goal-oriented and high-spirited.
- It is important that you have the right tools for the job, and you get to choose your phone, PC/Mac and other devices.
- Extra OTP when working in Norway. (extra high retirement savings)
- Lunch is served every day. In Tromsø we’re at Flow Coworking Space and warm lunches are made every day by Flow’s chefs. In Oslo we have delicious catering at our Coworking Space.
About Joubel
Joubel is a fast-growing software provider. We improve the lives of hundreds of millions of people around the world by empowering educators to create better e-learning content faster.
Our award winning software is called H5P. H5P is a framework made to allow everyone to create, share and reuse interactive HTML5 content and is easily integrated in different sites. H5P offers templates allowing users to create rich and engaging content without any design or programming skills. We currently offer over 50 templates including Interactive Video, Virtual 360 Tours and Branching Scenario. H5P.com is our SaaS version of H5P, which is hosted on AWS. It scales automatically, has automatic failovers for most components and we perform rolling updates with no downtime.
H5P has, in a short period of time, grown to become one of the most widely used ed-tech solutions in the world, with customers that include Ivy League Universities, leading car manufacturers and publishers world-wide. We’re at the beginning of building the most significant ecosystem for interactive content in the world, so this is the perfect time for you to join.
Applying for the position
Before applying, make sure you upload an up to date resume and include your motivation for applying in the "Cover letter" area.
We try to do our best to ensure a quick and timely application process and process applications as they come in, we encourage candidates to hand in their applications no later than 14th of August 2022.
If you have any questions about the position, feel free to contact Operations Manager, Hanne Kristiansen via Email: hanne.kristiansen@joubel.com or phone number +47 917 09 558. For more information visit: H5P as a Service
We only accept applications via formal application platforms (linkedin or Gohire), not by email.