Support Consultant

We are seeking a Support Consultant to manage first and second-line support for payment systems. This role involves handling a variety of cases, from transaction analysis and troubleshooting settlements to assisting with terminal installations and user administration.

The position requires technical skills and the ability to manage both straightforward and complex cases. Training will be provided, and the role offers opportunities for professional growth and increased responsibility over time.

Responsibilities:

• Manage ticket-based support (Salesforce) at a second-line level.
• Provide phone support to technical users.
• Escalate cases to internal IT teams or external vendors as necessary.
• Communicate incident updates to customers.
• Perform user administration tasks and other support-related activities.

Qualifications:

• Experience in support or technical support roles.
• Higher education (Bachelor’s or Master’s) in IT, Technology, or Business.
• Excellent written and verbal communication skills in Norwegian and English.
• Strong analytical and problem-solving skills.

Preferred Experience:

• Background in payment or ID solutions, banking, or payment industries.
• Familiarity with support ticket systems (e.g., Salesforce).
• Process development and requirements gathering.
• Experience with logistics or project management.
• Technical hardware knowledge.
• Familiarity with tools like Confluence, Jira, or SharePoint.
• Proficiency in Excel or PowerPoint and experience presenting.
• Knowledge of additional languages is a plus.

About the Team:
You will join Business Services, a team of five people responsible for support, logistics, customer onboarding, and operational reporting. The team collaborates across departments and plays a key role in ensuring smooth business operations. This role is being added to strengthen the team’s support capabilities.

If this aligns with your expertise and interests, we encourage you to apply before 15.12.2024!

About Aera

Aera Payment & Identification is a company owned by Coop, NorgesGruppen, Colruyt Group and Credendo. We were established to develop a forward-looking, cost-effective and secure digital platform for payment and identification. We create solutions that put the retailers in a position to develop even better customer experiences and strengthened competitiveness by removing friction related to identification and payment.

We started out as a merchant-owned company back in 2016 to deliver payment solutions. Today, our product portfolio expands way beyond basic payment terminals and our combined product suite enables next level customer journeys. With a state-of-the-art infrastructure we ensure stability and control throughout the value chain.

Aera is a leading technology company with big ambitions and now we need even more skilled employees who want to join the journey. If you want to be involved in creating solutions to strengthen the role of trade in the future, we would like to hear from you.

Aera has approximately 70 employees with office address at Askekroken 11, at Skøyen Atrium in Oslo.