Account Support Manager

Gazelle Global; Stockholms kommun; On-site; SEK 420,000 - 540,000; Full time

Job summary

Gazelle Global in Stockholm, Sweden, is seeking a Support Account Manager to provide IT support with English and Swedish fluency. The role focuses on incident management, customer service, and ensuring a high standard of user experience.

As the primary contact for IT-related issues, you will log and track incidents, communicate progress, and assist with knowledge management and onboarding through training and documentation.

Qualifications

• 2–4 years of relevant professional experience.
• Fluency in English and Swedish - both are mandatory.
• Experience in incident management and customer service.
• Ability to accurately log, categorise and track incidents.
• Understanding of incident lifecycle management and escalation processes.
• Strong written and verbal communication skills.
• A customer-focused approach and the ability to keep users informed.

Responsibilities

• Act as the first point of contact for IT-related incidents and service requests.
• Log, categorise and manage incidents accurately.
• Track incidents throughout their lifecycle, ensuring timely resolution.
• Keep customers informed of progress, status updates and expected next steps.
• Follow appropriate escalation procedures when required.
• Create and maintain knowledge articles to support consistent service delivery.
• Deliver training sessions for new hires.
• Contribute to a positive customer experience through clear, professional communication.

Skills

Incident management

Customer service

English and Swedish fluency

Communication

Tools

ITSM tools

ITIL concepts

Job description

Support Account Manager | Stockholm, Sweden

Are you an English- and Swedish-speaking IT support professional with experience in incident management and customer service?

We're looking for a candidate with 2-4 years of relevant experience to support users, manage incidents and service requests, and help maintain a high standard of customer experience.

ABOUT THE ROLE

You'll act as a first point of contact for IT-related issues, ensuring incidents and requests are logged accurately, tracked through to resolution and communicated clearly to users. You'll also contribute to knowledge management and support the onboarding of new colleagues through training and documentation.

KEY RESPONSIBILITIES

• Act as the first point of contact for IT-related incidents and service requests.
• Log, categorise and manage incidents accurately.
• Track incidents throughout their lifecycle, ensuring timely resolution.
• Keep customers informed of progress, status updates and expected next steps.
• Follow appropriate escalation procedures when required.
• Create and maintain knowledge articles to support consistent service delivery.
• Deliver training sessions for new hires.
• Contribute to a positive customer experience through clear, professional communication.

REQUIRED EXPERIENCE

• 2- 4 years of relevant professional experience.
• Fluency in English and Swedish - both are mandatory.
• Experience in incident management and customer service.
• Ability to accurately log, categorise and track incidents.
• Understanding of incident lifecycle management and escalation processes.
• Strong written and verbal communication skills.
• A customer-focused approach and the ability to keep users informed.

PREFERRED / NICE-TO-HAVE

• Working proficiency in Danish.
• Experience with IT service management (ITSM) tools.
• Familiarity with knowledge management practices.
• Understanding of ITIL principles.

WHY THIS OPPORTUNITY

• Apply your incident management and customer service experience in an IT support role.
• Use your Swedish and English language skills to support a wider user base.
• Develop your experience across ITSM, knowledge management and service delivery.