Danish/English Speaking Technical Support Agent (Business to Business)

Fideo Intelligence; Philippines; On-site; PHP 2,159,160 - 3,454,657; Full time

Job summary

VIPRE Security Group is seeking a Danish and English speaking Technical Support Agent to provide first-line technical support during Danish office hours. You will assist customers via phone, tickets, and live chat, across Danish and English channels, with empathy and clear communication.

Join a collaborative global support team, identify issues, provide troubleshooting steps, and escalate when needed. A strong customer-first approach and willingness to learn new systems are essential for success.

Qualifications

• Fluent Danish and English in written and spoken communication.
• Experience in professional customer-facing English/Danish environments.
• Calm, patient, and empathetic approach when helping customers under pressure.
• Genuine interest in solving customer problems.
• Ability to build respectful relationships with colleagues and customers.
• Strong time management, attention to detail, and reliability.
• Ability to work independently and as part of a team.
• Willingness to learn new systems, products, and processes quickly.

Responsibilities

• Provide first-line technical support to customers via phone, tickets, and live chat.
• Support Danish and English speaking customers across multiple channels.
• Identify customer goals and determine the nature of the issue; gather steps taken.
• Reproduce reported issues where appropriate and offer troubleshooting steps.
• Escalate unresolved or complex issues to second-line with clear notes.
• Monitor for emerging customer-impacting issues and share improvement ideas.
• Collaborate with regional/global support teams and contribute to knowledge sharing.

Skills

Danish language proficiency

English language proficiency

Customer communication

Problem solving

Team collaboration

Empathy

Troubleshooting

Time management

Education

High school education

Professional technical certification

College diploma or degree

Tools

Zendesk

Confluence

Jira

Job description

Description

Position at VIPRE Security Group

The Opportunity

Join an energetic team in one of the fastest-growing sectors in software: cybersecurity.

At VIPRE Security Group, our Support team plays a key role in helping protect customers from cyber threats. We support businesses, partners, MSPs, resellers, OEM vendors, and end users by helping them get the most from our security, privacy, email protection, and data protection solutions.

We are looking for a Danish and English speaking Technical Support Agent to provide first-line technical support during Danish office hours. This role is ideal for someone who enjoys problem-solving, customer communication, and working as part of a collaborative international support team.

Key Responsibilities

As a Danish/English Speaking Technical Support Agent, you will:

• Provide first-line technical support to customers via phone, tickets, and live chat.

• Support Danish and English speaking customers across multiple communication channels.

• Engage with customers clearly, professionally, and with empathy.

• Identify what the customer is trying to achieve and determine the nature of the issue.

• Gather relevant information, including the steps already taken by the customer.

• Attempt to reproduce reported issues where appropriate.

• Analyse symptoms and, where possible, identify the underlying problem.

• Provide relevant troubleshooting steps, guidance, or solutions.

• Direct customers to suitable help articles or product documentation.

• Communicate clearly and follow up with customers until issues are resolved or escalated.

• Escalate unresolved or more complex issues to second-line support with accurate notes and supporting detail.

• Monitor for and proactively identify potential or emerging customer-impacting issues.

• Participate as an active member of the regional and wider global support team.

• Share recommendations for improving customer experience, internal processes, and support quality.

• Stay up to date with product, process, and operational communications that impact the support organisation.

Job Qualifications

The successful candidate will have:

• Strong written and verbal communication skills in both Danish and English.

• 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.

• The ability to build respectful working relationships with colleagues and customers.

• Strong attendance, time management, attention to detail, and personal reliability.

• The ability to work independently and as part of a team.

• A flexible and positive approach to change.

• The ability to resolve conflict professionally and effectively.

• A willingness to accept constructive feedback and use it to improve knowledge and skills.

• The ability to learn new systems, products, and processes in a timely manner.

• Good deductive reasoning, troubleshooting, and problem-solving skills.

• The ability to prioritise tasks accurately and make decisions within established guidelines and policies.

Experience

Required:

• 3+ years of recent experience in technical troubleshooting, customer support, or problem-solving roles.

• Customer service experience in a technical support environment.

• Intermediate to advanced knowledge of Windows, macOS, or Linux operating systems.

• General understanding of commonly used internet protocols and web-based applications.

• Experience supporting users with internet-connected devices and associated applications.

Strongly preferred:

• Experience with VPN technologies.

• Experience with Microsoft 365 and/or Google Workspace.

• Experience with virtual machines or remote environments.

• Experience using Zendesk, Confluence, Jira, or similar support and knowledge management tools.

• Experience supporting cybersecurity, email security, SaaS, or cloud-based products.

Education

Minimum:

• High school education or equivalent.

• At least one professional technical certification or equivalent hands-on technical experience.

Preferred:

• College diploma, university degree, or equivalent qualification in a technology-related discipline.

Working Conditions / Requirements

• This is a full-time position.

• The role supports Danish-speaking customers and will work Danish office hours.

• The standard work week is 40 hours.

• The schedule is expected to align with normal Danish business hours, Monday to Friday.

• Some flexibility may be required to support business needs, customer escalations, public holidays, or wider team coverage.

• The role is part of a global support organisation, so collaboration with colleagues in other regions may be required.

About VIPRE Security Group

VIPRE Security Group, a part of Ziff Davis, is a global, highly rated, award‑winning security, privacy, and data protection company protecting millions of consumers and businesses, including some of the world’s largest brands.

Backed by advanced machine learning, global threat intelligence, and real‑time behaviour monitoring, VIPRE Security Group delivers protection against today’s aggressive cyber threats. The group operates under several brands, including VIPRE™, STRONGVPN™, IPVANISH™, Inspired eLearning™, Livedrive™, and SugarSync™.

About Ziff Davis

Ziff Davis is a vertically focused digital media and internet company with a portfolio of leading brands across technology, shopping, gaming and entertainment, connectivity, health, cybersecurity, and marketing technology.

Ziff Davis operates across seven key verticals: Technology, Connectivity, Shopping, Entertainment, Health & Wellness, Cybersecurity, and Marketing Technology. Its brands include IGN, Mashable, RetailMeNot, PCMag, Humble Bundle, Spiceworks, Ookla, RootMetrics, Everyday Health, BabyCenter, Moz, iContact, and VIPRE Security Group.

Our Benefits

VIPRE Security Group offers competitive salaries in addition to robust health and wellness‑focused benefits. We are committed to supporting work‑life balance through paid time off and employee wellbeing initiatives.

At Ziff Davis, we are dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed. We offer Employee Resource Groups, company‑sponsored events, and regular opportunities for professional growth through educational support, mentorship, and career development resources.

Employees are recognised and celebrated through engagement programmes and recognition awards. If you are looking for a dynamic and collaborative work environment where your work has a direct impact, VIPRE Security Group is a place where you can grow both personally and professionally.

Compensation Range

Ziff Davis provides a range for base pay. Factors used to determine actual pay may include job‑related knowledge, skills, experience, geographic location, scope of the role, education and training, and business and company performance.

Equal Opportunity Statement

Ziff Davis is an Equal Opportunity Employer.

At Ziff Davis, Diversity, Equity, and Inclusion is about fairness, equal opportunity, and belonging. DEI helps us attract and retain the best talent, regardless of background or circumstances, while enabling employees worldwide to thrive.

If you have a disability or learning difficulty that requires accommodation, please let us know by contacting [e-mail].