Triage Coordinator
- Oslo
- Opplæring
- Fulltid
- 2024 CX Awards Winner, ‘
- Puzzel was recognised as the
- Puzzel places high importance on work-life balance and flexible working hours - as recognised by
on salary benchmarking, to ensure pay equality and market competitivenessKey Data Points
- €57m revenue in FY 2024 (up from €50m in 2023)
- Currently ~300 employees
- Used by more than 1100 businesses across 40 countries
- Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly
- Handle customer inquiries across various channels, including phone, email, and chat.
- Triage and prioritize incoming support requests based on urgency and impact.
- Accurately categorize and assign tickets to the appropriate product expert teams.
- Identify recurring issues and potential trends in customer cases, escalating when necessary.
- Provide initial troubleshooting and guidance on Puzzel products and services, resolving issues when possible.
- Perform preliminary diagnostic work, collecting logs, screenshots, and system information upfront so engineers can start work immediately.
- Offer guided solutions, walking customers through simple step-by-step troubleshooting via chat or phone.
- Identify recurring issues and potential trends in customer cases, escalating when necessary.
- Track patterns and spikes in specific types of tickets and summarize them for engineers to prevent repeated work.
- Participate in regular system and product training to enhance your technical knowledge.
- Follow up on unresolved tickets to ensure any pending issues have the necessary updates or information from customers.
- Maintain and improve internal and customer-facing knowledge by documenting recurring issues, contributing to FAQs and tutorials, identifying tasks suitable for automation, and collecting feedback to help improve products and support processes.
- Keep up to date with the latest product updates, service changes, and best practices in customer service.
- Resolve tickets within Puzzel’s ticketing system, ensuring accurate records and timely resolution.
- Ensure adherence to quality standards, service-level agreements (SLAs), and security protocols.
- Fluency in English and a local language, both written and spoken.
- Interest in Technology. Basic programming knowledge is an advantage.
- Familiarity with customer interaction tools such as WFM systems, ticketing platforms, chatbots, and contact center solutions.
- Ability to diagnose and resolve technical issues effectively within the scope of your expertise.
- Competence in creating and maintaining clear technical documentation, including knowledge base articles (FAQs).
- Strong communication (simplifying technical concepts, clear writing, active listening)
- Empathy, patience, and collaboration with cross-functional teams
- Analytical mindset (root cause analysis, process improvement)
- Customer-focused approach with professionalism, accountability, and proactive problem-solving
- Competitive fixed salary
- Flexible, hybrid approach to working; split your time between the office and home
- You get to be part of a fun, driven and supportive team
- Generous pension contribution
- Annual Summer and Christmas parties
- Excellent development opportunities and a great company culture
- Screening call with Talent Acquisition
- 1st interview with Hiring Managers
- Technical task and presentation
- Final interview with Director Customer Care
- Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
- Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
- Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.
- Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.
- We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.
- We are partnering with the likes of
and to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria. * By raising awareness and transparency, we are hoping to further attract a diverse workforce.We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.One Last Thing ☝🏻Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.Puzzel is the leading European Contact Centre as a Service (CCaaS) provider. We are headquartered in Oslo, Norway and have operations across Sweden, Denmark, Finland, United Kingdom, Bulgaria and the Netherlands.