Consultant

• Handle incoming customer support requests via phone, email, chat, or other support channels.
• Analyze customer questions and issues related to daily usage of Nextlane software solutions.
• Provide clear guidance, explanations, and solutions within the defined support scope.
• Detect incidents, software issues, or potential risks and ensure proper follow-up.
• Accurately log, qualify, and document customer requests in the support ticketing system.
• Ensure correct prioritization and follow established support processes and SLAs.
• Escalate complex or technical issues to Back Office or specialized teams, providing clear analysis and context.
• Proactively alert the Support Manager or relevant stakeholders in case of critical issues or potential customer dissatisfaction.
• Maintain a professional, reassuring, and customer-centric communication style.
• Build trust with customers through clear explanations and regular follow-up.
• Ensure customers are informed about progress, next steps, and resolution timelines.
• Contribute to the creation and maintenance of internal knowledge bases, FAQs, and documentation.
• Share recurring issues, customer feedback, and improvement ideas with the Support team.
• Continuously develop product and functional knowledge to improve support quality.
• Work closely with Back Office Support, Infrastructure, and Expert teams on issue resolution.
• Coordinate with Consultants during customer onboarding and post-installation phases.
• Escalate commercial requests or opportunities to Sales when outside the support scope.

Application Support Consultant, Native French Speaker

• Developing pediatric clinical guidelines, care protocols, and evidence-based frameworks that directly inform Sword's AI models and care programs.
• Translating clinical knowledge into structured content that product, engineering, and data teams can build on.
• Reviewing and validating AI-generated recommendations and interventions for clinical accuracy, safety, and developmental appropriateness.
• Contributing to the design of pediatric care pathways, assessment criteria, and outcome metrics.
• Bringing innovative thinking on how AI and digital tools can reshape pediatric care — challenging conventional approaches and proposing new ones.
• Flagging clinical risks or gaps as the product evolves and working with the team to resolve them.

Consultant Pediatrician

• Provide high-quality travel support via phone, email, and chat
• Manage hotel, flight, rail, and car rental bookings accurately and efficiently
• Handle complex itineraries, ticketing, reissues, cancellations, EMD/MCO issuance, and PNR management
• Support customers with self-service functionality across digital platforms and mobile applications
• Ensure compliance with travel policies, operational procedures, and global travel regulations
• Work closely with internal teams to resolve travel-related issues and improve customer experience
• Maintain strong knowledge of suppliers, destinations, booking systems, and travel industry processes
• Participate in internal training sessions, supplier updates, and operational meetings
• Provide operational feedback to improve processes and customer satisfaction
• Maintain SLA targets, quality standards, and operational KPIs within a dynamic support environment

B2B Business Travel Consultant, GDS, German

B2B Business Travel Consultant, GDS, French

• Handle inbound/outbound travel inquiries in Danish
• Assist with flight, hotel, and travel package bookings
• Provide travel advice and customized itinerary planning
• Manage changes, cancellations, and travel-related issues
• Ensure excellent customer satisfaction
• Maintain accurate records in booking systems

Travel Consultant, Danish Speaking

• Handle data management–related support tickets, focusing on root cause analysis rather than surface-level fixes
• Work with a DMS built on APIs, tracing data as it flows from our platform into client databases
• Use SQL to query, validate, analyze, and correct data when needed
• Intervene in real time in client databases, ensuring data accuracy and system reliability
• Collaborate closely with internal technical teams to resolve complex issues effectively
• Handle first / second-level client requests when needed, in line with management protocols.
• Communicate directly with clients or partners via ticketing system, email or phone regarding responses or progress on actions taken.
• Log client requests and their resolutions clearly and accurately in the internal system, following established procedures.
• Analyze and diagnose issues, draft bug reports, and create action plans to resolve identified problems.
• Document and escalate bugs to development teams for resolution.
• Monitor the availability of fixes, validate them according to established processes, and ensure proper resolution is communicated to clients or partners.
• Identify urgent issues and proactively alert a supervisor in case of potential dissatisfaction.
• Detect recurring issues and suggest collective actions or corrective measures.
• Provide necessary technical information to internal teams and partners.
• Write documentation, FAQs, and client newsletters based on support feedback and relevant topics.
• Contribute to the growth of the support knowledge base.

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