Technical Support Employee

Are you passionate about helping customers solve technical challenges and thrive in a fast-paced tech environment? At Documaster, we are looking for a customer-oriented and structured Technical Support Employee to join our team. If you are naturally curious, love problem-solving, and enjoy helping public and semi-public sector clients get the most out of vital software solutions, we would love to hear from you!

About the role

As a Technical Support Employee at Documaster, you will be the primary point of contact for our customers when they need assistance, guidance, or problem resolution. You will work closely with our support team, customer success managers, and development teams to ensure high customer satisfaction and smooth operation of our digital archiving and document management solutions.

In this role, you focus on the Swedish market for Documaster (part of xxllnc) and work from our office in Oslo (hybrid). In the future we expect this role to also assist with other products in our portfolio.

Key responsibilities

• Customer Assistance & Incident Management: Respond to incoming support requests, questions, and incident reports via ticketing systems, email, or phone in a timely and professional manner.
• Troubleshooting & Diagnosis: Analyze, reproduce, and resolve technical or operational issues reported by users.
• Escalation & Collaboration: Coordinate with internal development, Product Owners, and technical teams to escalate and resolve complex technical software issues or bug fixes.
• Documentation & Knowledge Base: Maintain and update internal documentation, user guides, and FAQ articles to empower customers and improve team efficiency.
• Customer Onboarding & Guidance: Assist end-users and administrators in understanding product features, best practices, and system capabilities.
• Process Improvement: Actively contribute feedback to product management to help continuously improve product usability and customer experience.

What we offer

• Flexibility: A hybrid working policy (with a base of at least 1 day per week at our Oslo office at Skøyen).
• Meaningful Work: Direct contribution to software and digital solutions that public and semi-public sectors rely on every day.
• Competitive Package: Competitive salary, pension scheme, insurance package, and home-office allowance.
• Growth & Learning: Unlimited access to the xxllnc Academy for personal and professional development.
• Great Culture: Join a passionate, international team where hard work goes hand-in-hand with social events, team outings, and fun.