Bilingual Tech Support Agent (Danish & English)

VIPRE Security Group; Philippines; Remote; PHP 360,000 - 480,000; Full time

Job summary

VIPRE Security Group in the Philippines is seeking a Danish and English speaking Technical Support Agent for first-line technical support during Danish office hours. You will assist customers via phone, tickets, and live chat across Danish and English channels.

You will identify issues, guide troubleshooting steps, and escalate when needed. Collaboration with global teams and staying current with product updates are essential for success.

Qualifications

• The candidate speaks Danish and English with professional written and verbal skills.
• Experience using Danish and English in a professional customer-facing environment.
• A calm, patient and empathetic approach when supporting customers in stressful situations.
• A genuine interest in solving customer problems.
• Ability to build respectful relationships with colleagues and customers.
• Strong attendance, time management, attention to detail, and reliability.
• Ability to work independently and as part of a team.
• Flexible and positive approach to change.
• Ability to resolve conflict professionally and effectively.
• Willingness to accept constructive feedback and use it to improve knowledge and skills.
• Ability to learn new systems, products, and processes quickly.
• Good deductive reasoning, troubleshooting, and problem-solving skills.
• Ability to prioritize tasks and decide within guidelines and policies.

Responsibilities

• Provide first-line technical support to customers via phone, tickets, and live chat.
• Support Danish and English speaking customers across multiple channels.
• Engage with customers clearly, professionally, and with empathy.
• Identify customer goals and determine the nature of the issue.
• Gather information including steps taken by the customer.
• Reproduce reported issues where appropriate.
• Analyze symptoms and identify underlying problems when possible.
• Provide troubleshooting steps, guidance, or solutions.
• Direct customers to help articles or product documentation.
• Communicate clearly and follow up until issues are resolved or escalated.
• Escalate unresolved issues to second-line support with accurate notes.
• Monitor for potential or emerging customer-impacting issues.
• Collaborate with regional and global support teams.
• Share recommendations to improve customer experience and processes.
• Stay updated with product, process, and operational communications.

Skills

Bilingual Danish/English

Strong communication

Problem solving

Empathy

Team collaboration

Education

High school education

Professional technical certification

College degree (tech, preferred)

Tools

Zendesk

Confluence

Jira

Job description

VIPRE Security Group in the Philippines is seeking a Danish and English speaking Technical Support Agent for first-line technical support during Danish office hours. You will assist customers via phone, tickets, and live chat across Danish and English channels.

You will identify issues, guide troubleshooting steps, and escalate when needed. Collaboration with global teams and staying current with product updates are essential for success.