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EIFO'S portfolio companies

Technical Customer Support Representative



IT, Customer Service
Copenhagen, Denmark · Capital Region of Denmark, Denmark
Posted on Wednesday, June 12, 2024

If you are looking to take the next step into Customer Support and interested in solving complex customer cases, then this role is for you and you should join us at Onomondo!

Onomondo is a series A scale-up (21M EUR) that provides a cloud-native connectivity platform for the IoT industry. Our mission is to simplify and accelerate IoT adoption by providing businesses with the tools and services to connect and manage their IoT devices securely and at scale.

We are a scale-up company with a tried and tested product that has won some of the most prestigious companies in the world as customers, including Maersk, Carlsberg, Bosch and Donkey Republic.

The Role: We are looking for our next great Technical Support Rep. to join the Technical Customer Support Team, which is a part of the Customer Success team. As a Technical Support Rep, you will be diving into with world of IoT and handle complex customer issues, as well as support customers on exciting new ways of using our technology, and ensure high customer satisfaction. You will be reporting directly to the Technical Support Lead.

What You'll Be Doing:

  • Debugging and troubleshooting cases with customers online and during on-site workshops
  • Identifying issues by investigating signaling logs in PCAP files and dashboards in Grafana
  • Identify improvements to current processes for support handling and escalation
  • Participate in writing and maintain documentation for best practises
  • Ensure proper follow ups with customers and lead the tickets to completion
  • Participate in on-call rotations to ensure prompt responses to customers when they experience incidents or outages