Customer Problem Manager

Join GlobalConnect as a Customer Problem Manager and reshape how we solve customer challenges. Do you want to turn recurring technical issues into lasting customer improvements? Are you curious about how deep analysis and smart collaboration can shape a better service experience? Then this might be just the role for you. At GlobalConnect, we’re on a journey to raise the bar for customer satisfaction---and we’re looking for a Customer Problem Manager to play a key role in that mission. You’ll dive into the most persistent customer challenges, identify root causes, and work across teams to eliminate them for good. Together with our Incident Management team, you’ll drive continuous improvement across our service landscape. The role is about uncovering patterns, driving long-term fixes, and ensuring our solutions live up to the high standards our business customers expect---across Sweden, Denmark, Norway, Finland, and Germany. What you will be working on:

• Own and lead the resolution of recurring and complex customer issues related to CPE and access lines (not core network)

• Drive root cause analyses and manage problem records from discovery to closure

• Coordinate with technical operations, delivery, and support teams to implement long-term solutions

• Communicate clearly with customer teams and stakeholders throughout the resolution process

• Represent Incident Management in customer meetings and provide technical insights when needed

• Document known faults and develop internal knowledge bases to support future learning

• Identify trends in incident data and propose actions to prevent future disruption

• Support automation efforts in our ITSM system (ServiceNow) to reduce repeat issues and improve efficiency

• Contribute to incident reporting by reviewing reports, analyzing logs, and participating in major incident reviews

Skills & Requirements

Why join us at GlobalConnect? You’ll be part of a close-knit, Nordic team focused on improving how we serve our B2B customers. Our Incident Management team operates across four countries and several key hubs---Stockholm, Copenhagen, Kristiansand, and Fornebu---with a shared ambition to deliver proactive, high-quality service. This is a unique opportunity to work across departments and borders, identify high-impact improvements, and directly contribute to smarter, more stable operations for some of our most critical services. To get started, we believe you bring:

• Experience in technical customer support, network operations, or fiber delivery

• Solid understanding of networking --- especially CPE and access infrastructure

• Strong communication skills with the ability to explain technical details in a clear, customer-friendly way

• A structured, analytical mindset with an eye for patterns and root causes

• Familiarity with ITIL principles (certification is a plus) and experience using ServiceNow

• The ability to stay calm under pressure, manage multiple priorities, and collaborate across teams

• Relevant IT-certification

• Preferably is located in Oslo, alternatively in Copenhagen

Who you are You’re curious, solution-oriented, and thrive on creating clarity from complexity. You’re motivated by making a difference for customers---and you understand that long-term improvement often starts with asking the right questions. You collaborate naturally, take responsibility, and bring energy to the teams you work with. You don’t need to send a personal letter---unless there’s something specific, you’d like to explain that isn’t covered in your CV or LinkedIn profile.