Customer Support Specialist at Sympa

📍 Job Overview

Job Title: Customer Support Specialist
Company: Sympa
Location: Copenhagen or Aarhus, Denmark
Job Type: On-site, Full-time
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide exceptional customer support for Sympa's HR system, troubleshoot issues, and ensure customer satisfaction.
Key Skills: Problem-solving, Danish language proficiency, technical customer support experience, MS Office skills, and cloud software experience.

📝 Enhancement Note: This role is ideal for individuals who enjoy working with customers, are strong problem-solvers, and have a desire to learn and grow in a fast-paced, international environment.

💻 Primary Responsibilities

Customer Interaction: Handle customer inquiries and support requests via phone, chat, email, and webinars.
Troubleshooting & Resolution: Identify, diagnose, and resolve technical issues related to the Sympa HR system.
Change Requests: Implement customer change requests and updates within the Sympa system.
Collaboration: Work closely with the Customer Success Manager, HR system consultants, and support departments in other Nordic countries to ensure customers receive the best service possible.

🎓 Skills & Qualifications

Education: Relevant education or training in customer support, IT, or a related field.

Experience: Previous experience in a technical customer support role is considered an advantage but not required.

Required Skills:

Exceptional problem-solving skills
Native-level Danish speaker
Excellent communication skills in Danish and English
Proficiency in MS Office software
Willingness to learn and adapt in a fast-paced environment

Preferred Skills:

Experience with cloud software and ticketing systems (e.g., Zendesk)
Previous HR or customer support experience
Ability to work independently and handle routines

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role in Denmark typically starts at around DKK 30,000 per month for entry-level positions and can go up to DKK 40,000 per month for more experienced candidates. This estimate is based on regional market research and industry standards for customer support roles.

Benefits:

A seat in the cockpit of a global cloud software company's modern customer support organization
Independent role with the chance to grow along with responsibilities
Opportunity to play a part in an international growth and success story
Valued and important role supported by over 120 amazing colleagues in a relaxed but totally committed working environment
Talented team with various backgrounds
No-nonsense work culture with minimal hierarchy, straight talk, and fast decision-making

🎯 Team & Company Context

🏢 Company Culture

Industry: Sympa is a fast-growing HR software solution provider in the Nordics, focusing on driving success together while maintaining the agility of a small business.

Company Size: Sympa has over 120 employees, providing a collaborative and agile work environment.

Founded: 2016

Team Structure:

Collaborative and cross-functional teams, including customer support, HR system consultants, and customer success managers
Flat hierarchy with fast decision-making and a commercially focused culture

Development Methodology:

Agile and customer-centric approach to product development and customer support
Continuous learning and improvement mindset

Company Website: https://www.sympa.com/

📝 Enhancement Note: Sympa's company culture emphasizes clear goals, ownership, and a fast-paced, commercially focused environment where collaboration meets accountability.

📈 Career & Growth Analysis

Customer Support Career Level: This role is entry-level to mid-level, focusing on providing exceptional customer support and troubleshooting technical issues related to the Sympa HR system.

Reporting Structure: The Customer Support Specialist will report directly to the Customer Success Manager and work closely with HR system consultants and support departments in other Nordic countries.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of the Sympa HR system by ensuring customers receive the best service possible and helping them with any issues or change requests.

Growth Opportunities:

Opportunities to grow along with responsibilities as the company continues to expand
Potential to take on more complex customer support tasks and develop technical expertise
Possibility to move into a team lead or management role as the team grows

🌐 Work Environment

Office Type: Sympa's offices in Copenhagen and Aarhus provide a relaxed but totally committed working environment, fostering collaboration and agility.

Office Location(s): Copenhagen and Aarhus, Denmark

Workspace Context:

Collaborative workspace with a talented team from various backgrounds
Fast-paced and commercially focused work environment
Flat hierarchy with minimal bureaucracy and straight-talking culture

Work Schedule: Full-time, on-site position with standard working hours (Monday-Friday, 9:00 AM - 5:00 PM) and flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: Sympa's work environment encourages open-mindedness, courage, and a willingness to take responsibility in all customer support tasks.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
Technical assessment or case study to evaluate problem-solving skills and customer support aptitude
Final interview with the hiring manager to discuss the role, company culture, and expectations

Portfolio Review Tips: N/A (This role does not require a portfolio)

Technical Challenge Preparation:

Brush up on problem-solving skills and customer support best practices
Familiarize yourself with the Sympa HR system and common customer support scenarios
Prepare examples of when you went above and beyond to help a customer or resolve a complex issue

ATS Keywords: Problem-solving, customer support, technical support, Danish language, MS Office, cloud software, ticketing systems, communication skills, customer service, HR software, Sympa

📝 Enhancement Note: To optimize your resume for this role, focus on relevant customer support experience, problem-solving skills, and any exposure to HR software or cloud-based systems.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Exceptional customer service and support
Strong problem-solving skills and a desire to learn
Courage, open-mindedness, and a willingness to take responsibility
Excellent communication skills in Danish and English
Precise, diligent, and highly positive attitude in a fast-paced customer support environment

Collaboration Style:

Cross-functional collaboration with customer success managers, HR system consultants, and other support departments
Knowledge sharing and continuous learning within the customer support team
Straight-talking and no-nonsense culture with minimal hierarchy and fast decision-making

📝 Enhancement Note: Sympa's customer support team values a customer-centric approach, continuous learning, and a collaborative work environment to ensure customers receive the best service possible.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical issues related to the Sympa HR system
Keeping up with the latest features, updates, and best practices for the Sympa HR system
Adapting to a fast-paced, ever-changing work environment

Learning & Development Opportunities:

Continuous learning and improvement mindset
Opportunities to attend industry conferences, workshops, or webinars to enhance customer support skills
Potential to take on more complex customer support tasks and develop technical expertise

📝 Enhancement Note: Sympa's fast-paced work environment and focus on continuous learning provide ample opportunities for professional growth and development.

💡 Interview Preparation

Technical Questions:

Describe a time when you had to troubleshoot a complex technical issue and how you resolved it.
How do you stay organized and manage your time when handling multiple customer support tickets or requests?
Can you walk us through your process for identifying, diagnosing, and resolving a technical issue related to an HR system?

Company & Culture Questions:

Why are you interested in this Customer Support Specialist role at Sympa?
How do you handle difficult or upset customers, and what steps do you take to ensure their concerns are addressed?
How do you stay up-to-date with the latest features and updates for the Sympa HR system?

Portfolio Presentation Strategy: N/A (This role does not require a portfolio)

📝 Enhancement Note: To succeed in the interview process, demonstrate your strong problem-solving skills, customer support experience, and enthusiasm for learning and growing in a fast-paced, customer-centric environment.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit your CV and a short application letter introducing yourself.
Prepare for a phone or video screening to assess your communication skills and cultural fit.
Brush up on your problem-solving skills and customer support best practices for the technical assessment or case study.
Research Sympa's company culture, values, and customer support approach to ensure a strong fit and understanding of the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist