Role Description - Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up. - Guide users through product features and functionality. - Ensure consistent support quality by adhering to established standards and policies. - Collaborate and coordinate with team members to deliver the best possible support outcomes. - Maintain an assigned schedule and be available to work night and weekend shifts including holidays, if required. - Attend daily huddles/meetings to stay aligned on policy or process updates. - Uphold our customer service standards in every interaction. - Document recurring technical issues and escalate to the appropriate teams. - Share insights with colleagues to continuously improve solutions. - Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity. Qualifications - Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players. - Multichannel Support: Adaptable in managing support via email, chat, and callbacks. - Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes. - Problem Solving: Analyze and evaluate player issues to offer effective solutions. - Empathy: Show understanding and care in handling player frustrations. - Communication: Deliver responses clearly and concisely. - Adaptability: Stay open to learning new policies, games, and tools. - Time Management: Manage multiple tickets efficiently while maintaining quality. - Player-Focused Mindset: Balance player satisfaction with internal policies. - Accountability: Take responsibility and learn from mistakes. - Team Collaboration: Work effectively with teammates, QA, and leadership. - Security Awareness: Handle player data with confidentiality. - Respect & Patience: Remain composed during difficult interactions. - Tone Management: Use a friendly yet professional tone in all communication. - Clarity and Accuracy: Ensure all written communication is grammatically correct and free of errors. - Proofreading Skills: Review responses carefully before sending. - Consistency: Follow company guidelines for style, terminology, and phrasing. Requirements - Open to entry-level candidates and those new to the workforce. - Prior experience in email/chat/callback-based customer support is an advantage. - Experience in gaming or technical support is a plus. - Minimum Education: Completion of high school or equivalent qualification. Technical Requirements - PC/Laptop’s minimum specs required: - Windows 11 or above - Minimum 6 GB RAM - A recent or good-performing processor [Intel I5 or above] - Internet speed: 30 Mbps or higher (with decent upload and download speeds) - Microphone and audio capability (Highly recommend a noise cancelation device for callback) - At least one USB-A & USB-C port (for our security device) Benefits - Work directly with global gamers and improve real-time support skills. - Gain hands-on experience with technical troubleshooting and gaming platforms. - Be part of a collaborative, fun, and supportive team environment.

• Provide exceptional email, chat and phone support to our members and planners, nurturing long-lasting relationships. • Ensure adherence to our Service Level Agreements (SLAs) for response times and customer satisfaction. • Proactively identify trends and issues to enhance the user experience. • Go above and beyond to deliver a world-class customer experience by meeting and exceeding user needs • Develop a deep understanding of our products to offer informed support and advice. • Gather customer feedback to inform product improvements and customer experience strategies.

• Provide prompt, friendly, and accurate support & guidance to newly onboarded Momence Customers via phone and occasionally email in English and Portuguese • Offer clear, step-by-step guidance to resolve questions and ensure a smooth onboarding experience for new Momence Customers • Respond to inquiries with empathy, professionalism, and an understanding of customer needs • Proactively engage with Customers to exceed their expectations, offering solutions that leave a lasting positive impression • Educate & train customers on system setup, correct usage & best practices • Stay ahead of potential issues by identifying and addressing problems before they escalate • Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products • Maintain in-depth knowledge of the Momence platform to assist Customers effectively and confidently • Demonstrate active listening, ensuring customers feel understood and valued • Uphold commitment to delivering high-quality support by adhering to best practices and quality standards

Role Description In this role, you will be our first point of contact for existing customers seeking support, helping them ensure the smooth functionality of our solutions. You will be part of our Customer Service team and work closely with other departments such as Consulting, Sales, Product Management, and Development. This position is a great fit for you if you enjoy communicating with people both in writing and verbally, if you handle customer inquiries with a solution-oriented mindset, and if you have strong IT expertise. We are happy to support you with individual training to close any knowledge gaps and will, of course, provide thorough onboarding in our software. What you will do: - You will primarily be responsible for intaking, investigating, resolving and documenting customer issues. - You will regularly communicate ticket status updates to our customers and coordinate further activities when needed. - You will support our customers with application errors and issues in areas such as care processes, medication prescription, billing, and duty scheduling. - You will regularly connect to customers’ IT systems for error analysis or troubleshooting. - You will analyze and resolve issues across various interfaces. - You will be responsible for documenting all correspondence with customers, as well as your analyses and implemented solutions, in the internal ticketing system and knowledgebase. - You will communicate regularly with the development department, including for bug fixing. Qualifications - Experience in software support - A desire to understand our customer’s needs, learn new things and continuously develop your skills - Enjoyment in interacting with customers and excellent communication skills - Team player with a responsible and precise working style - Ability to handle pressure and remain composed, even in occasionally hectic situations - Experience with care management processes in social institutions is a plus - Very good Finnish language skills, both written and spoken (minimum level C1) - Basic knowledge of English, both written and spoken Benefits - Competitive salary and benefits package - Extensive Occupational Health Care and Health insurance - Lunch benefit - Exercise/Culture & Massage benefit - Flexible working hours and remote work options - A supportive and collaborative international team environment - Access to continuous learning and development programs - Engaging company culture with regular team events and activities Contact Information If this sounds like you, we look forward to receiving your detailed application documents, including your salary expectations and earliest possible starting date via our online application form!