Support Consultant - 1st Line - Housing

EG A/S; Ballerup Kommune; Hybrid; DKK 260,000 - 360,000; Full time

Job summary

EG Housing is looking for a friendly 1st Line Support agent to help customers move forward with EG ProBo. You’ll be the first point of contact, handling queries about functionality and setup, and collaborating with colleagues to provide a great customer experience.

You’ll join the Aarhus-based 1st Line Support team, working closely with the Ballerup team and contributing to knowledge articles. A friendly, patient communicator who thrives in a fast-paced environment will excel here.

Qualifications

• Experience in customer service or front-line support.
• Clear and professional communication in Danish.
• Ability to learn new digital tools and platforms.

Responsibilities

• Take first response and resolve problems quickly by handling calls and cases from EG ProBo customers.
• Triage and elevate: solve simple issues, escalate complex ones to 2nd line with the right information.
• Register cases accurately to ensure no information is lost and colleagues can pick up where you left off.
• Communicate well with customers and provide timely updates, even when a case takes longer to resolve.
• Contribute to shared knowledge by updating knowledge articles to reduce repeated questions.
• Use AI tools as part of daily case handling to improve efficiency.

Skills

Customer service

Communication

Danish language

Job description

Be the first person our customers reach out to – helping them with their questions, solving problems, and making sure they can move forward.

Do you enjoy helping customers and finding solutions that make a real difference in their day? Are you a great communicator who enjoys turning questions and challenges into positive customer experiences?

Then you might be the new colleague we’re looking for to join our 1st Line Support team at EG Housing.

As part of the department

You will join EG Housing’s Customer Support team and work primarily with 1st Line Support for EG ProBo – our digital platform for communication between property administrators, boards, residents and other stakeholders in the property sector.

As part of the ProBo support team, you will be the first point of contact when our customers need help using the platform. This can be anything from questions about functionality and setup to helping customers understand why something is not working as expected.

Your role is to listen, understand the situation and help the customer move forward. Many questions you will solve yourself, while more complex issues will be passed on to the right colleague or specialist – with a clear handover.

You will be based in Aarhus, where you will sit together with our EG Housing 1st Line Support team, while maintaining close and ongoing collaboration with your colleagues in Ballerup. We are a supportive and professionally strong team that shares knowledge, helps each other and works together to provide our customers with a great experience – also when things get busy.

Your Tasks: Answering, Sorting, and Keeping Things Moving

Your day is a mix of answering, sorting, and keeping things moving:

• Take first response and solve problems quickly - you take calls and cases from EG ProBo customers and solve what you can right away.
• Triage and elevate - you assess incoming cases, solve the simple ones yourself, and pass on the more complex ones to 2nd line with the right information attached.
• Register cases accurately - you log cases so nothing is lost and colleagues can easily pick up where you left off.
• Communicate well with customers - you keep them informed, even when a case takes a bit longer.
• Contribute to shared knowledge - you help keep our knowledge articles up to date, so the same questions don't need answering twice.
• Use our AI tools as a natural part of your daily case handling.

You are the ideal candidate if you

• Enjoy working with people and naturally take pride in providing great customer service - whether your experience comes from retail, a call center, reception, hospitality or something similar.
• Stay calm and keep an overview, even when the pace is high and several customers need your attention.
• Communicate clearly and professionally in Danish, both verbally and in writing.
• Enjoy a varied workday with different types of customer questions and interactions.
• Are comfortable learning new digital tools and systems.
• Are curious about how AI and new technology can help us deliver even better and more efficient customer support.

It's an advantage if you

• Have previous experience from customer service, support, or another customer-facing role.
• Have worked with EG ProBo, EG ProBo Extra, EG Bolig, or similar software solutions.
• Have experience with property or housing administration.
• Have some knowledge of tenancy legislation or the processes that support day-to-day property management.

You don’t need an IT background or previous experience from the property industry – we’ll teach you what you need to know about EG ProBo and the world our customers work in.

What matters most is that you enjoy helping people, stay calm and focused when things get busy, and take pride in making sure every customer gets the help they need to move forward.

What's in it for you?

• A great opportunity to build your career in customer support and tech, with hands‑on training and support from experienced colleagues.
• The chance to work with AI and new technology as a natural part of your everyday work.
• A strong and supportive team where we share knowledge, help each other and value collaboration.
• A high degree of trust and responsibility, with room to influence how you work and contribute to the team.
• Close and engaged leadership, with a genuine focus on your development and growth.
• Access to targeted training through EG Academy and opportunities to develop towards 2nd Line Support and other roles within EG.
• The opportunity to be part of a support organization that is evolving, where your ideas can help shape how we work in the future.
• Flexibility in your working day, within the framework of our customer support opening hours.

Our Values:

• Lead the Industry - We bring deep industry expertise and help our customers lead their industry.
• Make it Happen - We take ownership, move fast and deliver real impact.
• Stronger Together - We collaborate across borders with high standards, trust, openness and no politics.

At EG, we build software that makes a difference.

Our industry‑specific software help people and businesses work smarter every day. From doctors spending more time with patients to builders running safer, more efficient projects.

Our software is built by peers from the industry and backed by EG's scale for stability, innovation, and security.

If you're ambitious, curious, and take pride in ownership, you'll thrive here. You'll be trusted to grow your skills, shape meaningful solutions, and make an impact together with talented colleagues across borders.

Join us in creating software that works for people - not software that makes people work.

Curious what it's really like to work at EG?

Explore life at EG, meet some of your future colleagues, and see our values in action: Working at EG

Learn more about EG here.