Danish/English Speaking Technical Support Agent – Business to Business

VIPRE Security Group

Technical Support Agent handling first-line technical support for Danish and English speaking customers. Collaborating with a global support team to resolve customer issues during Danish office hours.

Posted 7/9/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudCyber SecurityLinuxMacOS

About the role

Key responsibilities & impact

Provide first-line technical support to customers via phone, tickets, and live chat
Support Danish and English speaking customers across multiple communication channels
Engage with customers clearly, professionally, and with empathy
Identify what the customer is trying to achieve and determine the nature of the issue
Gather relevant information, including the steps already taken by the customer
Attempt to reproduce reported issues where appropriate
Analyse symptoms and, where possible, identify the underlying problem
Provide relevant troubleshooting steps, guidance, or solutions
Direct customers to suitable help articles or product documentation
Communicate clearly and follow up with customers until issues are resolved or escalated
Escalate unresolved or more complex issues to second-line support with accurate notes and supporting detail
Monitor for and proactively identify potential or emerging customer-impacting issues
Participate as an active member of the regional and wider global support team
Share recommendations for improving customer experience, internal processes, and support quality
Stay up to date with product, process, and operational communications that impact the support organisation

Requirements

What you’ll need

Strong written and verbal communication skills in both Danish and English
Experience using Danish and English in a professional customer-facing environment
A calm, patient, and empathetic approach when supporting customers in stressful situations
A genuine interest in solving customer problems
The ability to build respectful working relationships with colleagues and customers
Strong attendance, time management, attention to detail, and personal reliability
The ability to work independently and as part of a team
A flexible and positive approach to change
The ability to resolve conflict professionally and effectively
A willingness to accept constructive feedback and use it to improve knowledge and skills
The ability to learn new systems, products, and processes in a timely manner
Good deductive reasoning, troubleshooting, and problem-solving skills
The ability to prioritise tasks accurately and make decisions within established guidelines and policies
3+ years of recent experience in technical troubleshooting, customer support, or problem-solving roles
Customer service experience in a technical support environment
Intermediate to advanced knowledge of Windows, macOS, or Linux operating systems
General understanding of commonly used internet protocols and web-based applications
Experience supporting users with internet-connected devices and associated applications
Strongly preferred: Experience with VPN technologies
Experience with Microsoft 365 and/or Google Workspace
Experience with virtual machines or remote environments
Experience using Zendesk, Confluence, Jira, or similar support and knowledge management tools
Experience supporting cybersecurity, email security, SaaS, or cloud-based products

Benefits

Comp & perks

Competitive salaries
Health and wellness-focused benefits
Paid time off
Employee wellbeing initiatives
Employee Resource Groups
Company-sponsored events
Professional growth opportunities through educational support, mentorship, and career development resources
Recognition and celebration of employees through engagement programmes and recognition awards

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical TroubleshootingProblem-SolvingWindows Operating SystemMacOS Operating SystemLinux Operating SystemInternet ProtocolsVPN TechnologiesMicrosoft 365Google WorkspaceVirtual Machines

Soft Skills

Strong Communication SkillsEmpathyAttention to DetailTime ManagementConflict Resolution