Triage Coordinator

Triage Coordinator

Oslo, Norway (400-450k NOK) or Stockholm, Sweden (370-420k SEK)

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’

• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023

• Best Practices Company of the Year 2023

• Consistently high Glassdoor rating

• 2023 customer NPS score of 37

• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 16th overall for work:life balance in 2025!

• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €57m revenue in FY 2024 (up from €50m in 2023)

• Currently ~300 employees

• Used by more than 1100 businesses across 40 countries

• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What we're looking for 🔎

As a Triaging Coordinator at Puzzel, you will be an essential part of our Customer Care team. Your primary responsibility will be to triage customer tickets, handle incoming calls and chats, and provide basic technical support. You will help ensure that tickets are categorized, prioritized, and routed to the correct expert teams for resolution. While your role focuses on triaging, we expect you to have a certain level of technical expertise to assist customers across all Puzzel products and enhance the overall support experience.

Responsibilities:

• Handle customer inquiries across various channels, including phone, email, and chat.

• Triage and prioritize incoming support requests based on urgency and impact.

• Accurately categorize and assign tickets to the appropriate product expert teams.

• Identify recurring issues and potential trends in customer cases, escalating when necessary.

• Provide initial troubleshooting and guidance on Puzzel products and services, resolving issues when possible.

• Perform preliminary diagnostic work, collecting logs, screenshots, and system information upfront so engineers can start work immediately.

• Offer guided solutions, walking customers through simple step-by-step troubleshooting via chat or phone.

• Identify recurring issues and potential trends in customer cases, escalating when necessary.

• Track patterns and spikes in specific types of tickets and summarize them for engineers to prevent repeated work.

• Participate in regular system and product training to enhance your technical knowledge.

• Follow up on unresolved tickets to ensure any pending issues have the necessary updates or information from customers.

• Maintain and improve internal and customer-facing knowledge by documenting recurring issues, contributing to FAQs and tutorials, identifying tasks suitable for automation, and collecting feedback to help improve products and support processes.

• Keep up to date with the latest product updates, service changes, and best practices in customer service.

• Resolve tickets within Puzzel’s ticketing system, ensuring accurate records and timely resolution.

• Ensure adherence to quality standards, service-level agreements (SLAs), and security protocols.

The must haves 💪

• Fluency in English and a local language, both written and spoken.

• Interest in Technology. Basic programming knowledge is an advantage.

• Familiarity with customer interaction tools such as WFM systems, ticketing platforms, chatbots, and contact center solutions.

• Ability to diagnose and resolve technical issues effectively within the scope of your expertise.

• Competence in creating and maintaining clear technical documentation, including knowledge base articles (FAQs).

The nice to haves ➕➕➕

• Strong communication (simplifying technical concepts, clear writing, active listening)

• Empathy, patience, and collaboration with cross-functional teams Solid organizational skills (time management, multitasking, attention to detail)

• Adaptability and willingness to learn new tools/technologies

• Analytical mindset (root cause analysis, process improvement)

• Customer-focused approach with professionalism, accountability, and proactive problem-solving

The location

This role is based either in Oslo, Norway or Stockholm, Sweden, with an expectation of working 2-3 days per week in the office.

What’s In it for You? 💰

• Competitive fixed salary

• Flexible, hybrid approach to working; split your time between the office and home

• You get to be part of a fun, driven and supportive team

• Generous pension contribution

• Annual Summer and Christmas parties

• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition

• 1st interview with Hiring Managers

• Technical task and presentation

• Final interview with Director Customer Care

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.

• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.

• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.

• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.

• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.

• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.

• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.

Om arbeidsgiveren:

Puzzel started in Norway in 1998 with a strong ambition: to become Europe's leading provider of CX solutions. From the beginning, we understood that companies want to make every customer interaction a great one. Because in the end, we're all customers looking for a great experience. Over time, our contact centre solution evolved into a powerful CX ecosystem that helps businesses like yours not only deliver great customer experiences but makes it simple for you to do so too. Fast forward to today, our mission is stronger than ever. We work every day to ensure organisations like yours can focus on what they do best – deliver first-class services to their customers, while empowering their agents at every turn.