Customer Problem Manager at GlobalConnect

GlobalConnect; Oslo; On-site; NOK 600,000 - 800,000; Full time

Job summary

Join a leading connectivity provider as a Customer Problem Manager, where your focus will be on resolving complex customer issues and driving long-term solutions. Collaborate with cross-functional teams to elevate customer satisfaction across the Nordics while contributing to operational efficiencies. This is an opportunity to impact customer service significantly and be part of a passionate team dedicated to connectivity.

Qualifications

• Experience in IT Service Management or similar roles.
• Strong skills in root cause analysis and problem resolution.
• Ability to work collaboratively across diverse teams.

Responsibilities

• Lead resolution of recurring and complex customer issues related to CPE and access lines.
• Drive root cause analyses and manage problem records from discovery to closure.
• Document known faults and develop internal knowledge bases.

Skills

Problem Solving

Communication

Analytical Thinking

Collaboration

Automation

Tools

ServiceNow

Job description

Join GlobalConnect as a Customer Problem Manager and reshape how we solve customer challenges.

Do you want to turn recurring technical issues into lasting customer improvements? Are you curious about how deep analysis and smart collaboration can shape a better service experience? Then this might be just the role for you.

At GlobalConnect, we’re on a journey to raise the bar for customer satisfaction—and we’re looking for a Customer Problem Manager to play a key role in that mission. You’ll dive into the most persistent customer challenges, identify root causes, and work across teams to eliminate them for good.

Together with our Incident Management team, you’ll drive continuous improvement across our service landscape. The role is about uncovering patterns, driving long-term fixes, and ensuring our solutions live up to the high standards our business customers expect—across Sweden, Denmark, Norway, Finland, and Germany.

What You Will Be Working On

• Own and lead the resolution of recurring and complex customer issues related to CPE and access lines (not core network)
• Drive root cause analyses and manage problem records from discovery to closure
• Coordinate with technical operations, delivery, and support teams to implement long-term solutions
• Communicate clearly with customer teams and stakeholders throughout the resolution process
• Represent Incident Management in customer meetings and provide technical insights when needed
• Document known faults and develop internal knowledge bases to support future learning
• Identify trends in incident data and propose actions to prevent future disruption
• Support automation efforts in our ITSM system (ServiceNow) to reduce repeat issues and improve efficiency
• Contribute to incident reporting by reviewing reports, analyzing logs, and participating in major incident reviews
  
  

About Us

GlobalConnect is one of the leading connectivity providers in Northern Europe. We’re 2000 passionate and talented individuals who want to make a difference, turning our customers’ visions into reality through connectivity. Our goal is to create the best possible conditions for engaged employees, a place where you can develop and grow, and create unforgettable memories and enjoyable experiences.

We have helped develop and digitize societies across the Nordics for more than two decades. Our purpose is what drives us to continue - turning visions into reality by empowering society with connectivity.