Vacant job

About the Company

Quickchannel is a leading platform in video and livestreaming that helps organizations communicate effectively through digital events, webinars, and video solutions. Focusing on user-friendliness, innovation, and customer value, Quickchannel supports companies and organizations in conveying their message in a professional and engaging way. The culture is characterized by collaboration, development, and a strong desire to constantly improve both products and working methods.

About the Role

As a Junior CSM & Support at Quickchannel, you play a central role in ensuring that customers receive the right support and a smooth experience throughout the entire customer journey, with a clear focus on support.

The main focus of the role lies in managing and developing daily Customer Support for all customers. In parallel, you work on Customer Success-related tasks for the Finnish market, where you support customers in getting started, using the platform effectively, and achieving their goals. However, the initial primary focus will be on the support aspect.

The role involves close collaboration with Sales, Product, and the Customer Success team, where you contribute to improving processes, customer experience, and working methods.

Your main responsibilities include:

• Manage and drive daily Customer Support
• Ensure support cases are handled according to deadlines, projects, and KPIs
• Set up accounts and deliver according to information from Sales and CSM
• Implement, follow up on, and further develop support processes
• Troubleshoot and analyze systems and services (e.g., via ELK)
• Work in systems such as OsTicket, HubSpot CRM, and Knowledge Base
• Ensure correct data and customer information in systems
• Gather customer feedback and forward improvement suggestions to the product team
• Conduct training and support customers in using the platform
• Drive usage and adoption – primarily for Finnish customers within the CSM scope
• Act as a product expert and communicate the product's value and functionality
• Contribute to knowledge sharing within the team
• Work data-driven to identify improvements in the customer journey
• Support upsell, renewals, and customer dialogues as needed

We are looking for you who

We are looking for someone who thrives in a role that combines operational support work with a customer-centric and business-oriented perspective.

To succeed in this role, we see that you:

• Have a strong customer focus and are driven by solving problems quickly and efficiently
• Are communicative and have good collaboration skills
• Are structured and find it easy to prioritize in a daily routine with many cases
• Have a solution-oriented mindset and dare to think outside the box when needed
• Enjoy working data-driven and against set KPIs
• Have good ability to plan your time and handle multiple tasks simultaneously
• Are self-starting and take initiative

We also see that you:

• Speak and write fluent Finnish, Swedish, and English
• Have an interest in technology, video, or livestreaming (meritorious, but not a requirement)

Other Information

In this process, Quickchannel collaborates with Kraftsam Recruitment & Staffing. External recruitment agencies and salespeople are kindly but firmly requested to refrain from contacting us.

If you have questions about the role, please contact the responsible recruiter, Kristina Maksimovic, at [email protected].

We look forward to receiving your application!