Customer Support Agent

Wärtsilä is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality. Our ultimate aim is to provide increased value to both our customers and society. New, game-changing ideas and continuous improvement have been part of our DNA since 1834. Together, we can create new business opportunities and more sustainable future that we can all be proud of. 

We want to transition the world towards a decarbonised and sustainable future. By pushing the boundaries of engineering and technology, we can make it work. We are always on the lookout for future-oriented talent – want to join the ride?

As ANCS (Automation, Navigation & Control Systems), we transform how vessels perform to create the safest and most efficient journey for our customers – always with the vision in mind to navigate towards a more sustainable maritime industry. With our rich history of pioneering maritime technologies we have defined industry benchmarks.
To be better tomorrow, we need the right talents today to complement our strong team of 650 employees in over 10 countries across the globe with the right skills, experience and a winning attitude.

We are now looking for a Customer Support Agent.

What you will be doing 

As a Customer Support Agent, your primary responsibility is to handle and resolve customer inquiries, complaints, and support requests through various communication channels, such as phone calls, emails, and live chat. You will be the main point of contact for customers seeking assistance. It is your responsibility to gather and prepare information for the service teams to enable them to diagnose technical issues and provide solutions or escalate complex problems to higher-level support teams. Your objective is to help ensure timely and effective resolution of technical issues, maintain customer satisfaction and promote a positive experience with the ANCS brand.

The preferred location for the position is in Hørsholm, Denmark. We offer the possibility of hybrid work.

As a Customer Support Agent, your work will focus on these responsibilities: 

• Respond to customer inquiries: 
• Receive and respond to customer inquiries, complaints, and support requests via online services, phone, email or live chat promptly and professionally. 
• Provide responses to all enquiries entering through CSC with satisfactory time limit, then forward to the service teams or o to other relevant teams of the organizations
• Handle customer cases with empathy, professionalism, and a customer-centric approach, aiming to de-escalate situations and reach satisfactory resolutions
• Ensure customer satisfaction: 
• Foster a positive and customer-centric approach in all interactions, demonstrating patience, empathy, and professionalism. 
• Strive to meet or exceed customer expectations by delivering exceptional service 
• Troubleshooting: 
• Understand customer concerns, identify the root cause of problems and enable the service or higher-level support teams to provide appropriate solutions in a timely and efficient manner
• Data Collection / Data Maintenance: 
• Gather the relevant data from various sources such as the customer, company own databases or internal support teams
• Maintain customer related master data like accounts, contacts, installations and equipment.
• Request needed modifications beyond own authority from global master data stakeholders
• Documentation: 
• Ensure proper documentation for all transactions, adhering to company policies and procedures
• Register all enquiries (as tickets)
• Verify customers contacting ANCS
• Stay updated on product knowledge: 
• Keep abreast of product features, updates, and enhancements to effectively address customer inquiries and provide accurate information
• Identify opportunities for improvement: 
• Identify patterns or trends in customer issues and provide feedback to management for process improvements 
• Liaise with various internal departments, such as product development, sales, and operations, to obtain information, seek assistance, or provide feedback on customer concerns and recurring issues

Success in this role is measured by key performance indicators such as response times and customer satisfaction

To be successful in this role, we expect you to have: 

• High school diploma or equivalent; bachelor's degree is a plus. 
• Previous experience in customer support, call center, or help desk roles is preferred
• Strong verbal and written communication skills
• Basic technical knowledge to address common customer inquiries 
• Strong problem-solving skills with a pragmatic approach 
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Strong teamwork and collaboration skills to work effectively with internal teams
• Customer service-oriented mindset with a focus on delivering high-quality support 
• Patience and composure in handling challenging customer interactions
• Flexibility to work in shifts, including evenings, weekends, and holidays if required

It’s a plus if you: 

• are proficient in using ticketing systems, CRM software, and other customer support tools
• are frequent SAP user 
• know MS Office inside out 
• are familiar with the maritime business and regulatory environment 
• have knowledge of the ANCS product portfolio
• have fluent English language skills (spoken and written)

Why you and us? 

We at Wärtsilä believe in empowerment, ownership and taking responsibility of our work. We support each other’s growth and co-creation is the true basis of our innovation. We have courage to see opportunities and take initiative. 

We are authentic and honest, and we strongly believe in that by being your own true self you can accomplish so much more. We don’t always get it right the first time, and if mistakes are made, we make sure to learn and grow from them. We want everyone to voice their opinions freely. That is why we have built an environment that empowers you and everyone around you, and where you can feel safe and cared for. Are you eager to be part of this ambition? 

We have an amazing team and we are excited about our work and the impact it has on building sustainable societies. We are looking to find a colleague with this shared passion for smart technologies and a sustainable future. 

Contact & next steps 

We hope to hear from you soon, by submitting your application through our careers portal. We aim to keep you updated on the process throughout. 

For further questions please reach out to Stefanie Schaer, General Manager Global Service Support and Spares throug stefanie.schaer@wartsila.com with any questions related to this position (only for questions from direct job applicants, applications through email will not be recorded or responded to). 

Welcome to join us in shaping the decarbonisation of marine and energy!

Last application date: 30/11/2024 

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities. 

This is Wärtsilä 

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,800 professionals, in more than 280 locations in 79 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.