Product Specialist| Restaff

ABOUT THE COMPANY

Onix is a platform that includes web applications, mobile applications, desktop applications... that enables suppliers, equipment owners, and workers, inspectors companies to work together.
Innovation and Quality are crucial and highly prioritized at Onix.
You can always look for more information here:
- Website: onix.com
- Community: forum.onix.com
- Youtube channel: Onix Work - YouTube

TEAM CULTURE

At Restaff and Onix, we embrace the values of Love, Respect, Collaboration, and Ownership. We’re a small team with big ambitions, and every contribution counts. We foster a proactive, open, and transparent environment where early communication is key, and agility, flexibility, and creativity are celebrated.

WE ARE LOOKING FOR A PERSON, WHO WILL

Position Overview:

As a product specialist on the support team, you’ll provide first-line assistance to our customers, acting as the first point of contact when users experience issues with Onix products. Your role is critical in delivering fast, accurate, and empathetic support, ensuring customer satisfaction.

Key Responsibilities:

Customer Support: Address customer queries and incidents via email, phone (Aircall), and public Onix forums (Salesforce and Onix Community). Ensure timely and effective resolution.
Knowledge Base: Develop and maintain a robust knowledge base, including FAQs, user manuals, and troubleshooting guides in text or video format.
Product Expertise: Master the functionality of Onix products and the related business domain to troubleshoot and identify the root causes of customer issues.
Efficiency & Improvement: Continuously improve support processes, assets, and tools to enhance efficiency and overall customer experience.
Collaboration: Work closely with the technical team on deeper investigations and bug resolution. Liaise with the development and product teams to understand product updates and roadmaps.
Insights: Provide valuable customer insights into development and product teams to drive improvements and align products with customer needs.
Monitoring & Reporting: Track the overall performance of the support function and provide regular updates via the support dashboard.
Tool Proficiency: Utilize Salesforce, Onix Community, MS Office 365, and Aircall to manage support tasks efficiently.
Bug Reporting: Report bugs to the development team and follow up on resolutions to keep customers informed of progress.

A POTENTIAL CANDIDATE WILL HAVE

Technical Experience: Previous experience in first-line technical support for SaaS products.
English Proficiency: Strong verbal and written English communication skills are essential. Norwegian language skills are a plus.
Problem-Solving: Strong analytical and logical thinking, with the ability to quickly learn complex software and business processes.
Collaboration & Communication: Work well in cross-functional teams and convey insights clearly and effectively.
Time Management: Ability to manage multiple tasks and priorities in a fast-paced environment.
Soft Skills: Ethical, empathetic, proactive, and transparent in communication and actions.

SOME OF OUR BENEFITS

13th-month salary bonus provided to all staff members.
Comprehensive healthcare insurance package for you and your dependents.
Annual health check-up included.
12 days of annual leave per year, with the opportunity for 1 additional day per year, up to a maximum of 18 days. Additionally, 3 special Restaff holidays are granted on December 24th, 25th, and 26th.
Hybrid working model allowing for 1 day per week of remote work.
English-speaking working environment.
Overseas business trip opportunities available.
Sponsorship and encouragement for staff members to pursue further education through coverage of tuition fees and examination costs.
Product-oriented approach with an agile project management style, offering a dynamic work environment and the chance to gain expertise in the latest technologies.
Regular gathering parties and team-building activities.
Complimentary coffee (including cappuccino, cafe latte, latte macchiato, etc.), milk, and juice.
Working hours from 9 am to 6 pm, Monday to Friday, with a one-hour lunch break and a thirty-minute break in the afternoon.
Annual Performance Appraisal opportunities
English communication skills training provided.
And much more!

If this interest you, please contact us for a coffee. So we can share and learn more about you.