Montel plays a key role in the green transition by providing decision-making tools to stakeholders navigating the rapidly evolving energy markets. Our customers include energy producers, big energy consumers, regulators, traders, consultants, authorities, media, and others.

As our customer base grows, we are looking for a dedicated and service-minded First Line Customer Support team member to join our Oslo office. You will be an essential part of our operations, ensuring that our customers receive quick, accurate, and professional support.

About the role:

You will be the first point of contact for our customers, assisting with platform- and data-related inquiries and helping users get the most out of our services. The role involves close collaboration with colleagues across Sales, Development, Market Experts, and Analytics to ensure accurate and efficient support. You will also play an active role in continuously improving our customer support processes, including taking ownership of our support platform and knowledge base.

What we are looking for:

• Service-minded and professional communicator who is fluent in both Norwegian and English (fluency is a requirement).
• Detail-oriented and process driven, ensuring every customer interaction is handled with care and accuracy.
• Proactive problem-solver with a passion for finding effective solutions and improving processes.
• Team player who thrives in a collaborative environment and supports a positive workplace culture.
• Able to manage multiple priorities efficiently, even under pressure.
• Experience in customer support, helpdesk, or a similar client-facing role.
• Comfortable with change, eager to expand personal knowledge across a wide range of topics, and open to ongoing training and development.
• Additional languages are always a plus.

Key Responsibilities:

🎟️ Handling incoming tickets:

• Serve as the main point of contact for all incoming customer support tickets via our central support platform.
• Respond to and follow up on all support-related customer inquiries promptly and professionally.
• Assist the sales representatives with answering technical questions and solving issues that potential customers might encounter during the sales process

⚙️ Technical support

• Your responsibilities will include troubleshooting data issues, resolve technical problems, and ensure customer satisfaction.
• Accurately triage and assign more specialist or market technical questions to the relevant expert team.
• Collaborate closely with cross-functional teams to ensure efficient ticket resolution.

📖 Knowledge Base Management

• Continue to update, develop and maintain the Montel Knowledge Base for internal and customer-facing use.
• Analyse support statistics to identify trends and recurring issues and suggest new Knowledge Base articles to proactively address customer needs.

📈 Insights

• Help monitor and report on key performance indicators (KPIs) such as ticket volume, response/resolution times, customer satisfaction, trends and escalate patterns or concerns.

💡 Learning

• Proactively learn about Montel’s products and platforms to provide well-informed support across all customer inquiries.
• Stay updated on new features, platform changes, and best practices to ensure accurate and effective assistance.