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“We’re not just solving tickets — we’re building trust, helping customers succeed, and shaping the future of HR systems.”
Silje Allerød - VP Support
Our Support team is the frontline of customer experience at CatalystOne. We’re dedicated to delivering measurable business value and ensuring every customer feels heard, helped, and empowered.
With deep product knowledge and a genuine drive to help, we turn challenges into opportunities — building lasting trust and loyalty with each interaction.
🌟 What we do
At CatalystOne, Support isn’t just a helpdesk — we’re trusted partners for our customers. Here’s how we make an impact:
- Resolving customer issues fast and effectively. We handle a wide range of inquiries, from troubleshooting product features to guiding customers through system configurations.
- Working in Zendesk to manage tickets efficiently, prioritizing urgent cases to minimize business disruption.
- Collaborating closely with Product & Development and other teams for complex or systemic issues — ensuring escalations lead to real, lasting solutions.
- Maintaining knowledge base articles and documentation, empowering customers to find answers proactively.
- Driving improvements by logging and following up on bugs, feature requests, and systemic issues, creating a structured feedback loop.
🏆 Recent Win:
“Even during a period of significantly higher customer activity, our team maintained a 97% Customer Satisfaction Score — without adding headcount. That’s a testament to our teamwork, process improvements, and our commitment to excellence.”
👥 Roles in Support
Our team consists of talented professionals who combine technical skills with empathy and curiosity. Here’s who you’ll find in Support:
Support Engineer
- First point of contact for customers
- Handles functional and configuration-related queries
- Troubleshoots issues, maintains knowledge base articles, and ensures fast, precise resolutions
Technical Support Engineer
- Tackles more complex, technical challenges like integrations, APIs, and system-level issues
- Works closely with Product & Development to solve deeper technical problems
- Bridges customer-facing support with backend expertise to keep systems running smoothly
🤝 How We Work
At CatalystOne, we combine structured processes with dynamic teamwork to deliver the best support possible.
- We work in Zendesk to track, prioritize, and resolve cases efficiently.
- For complex problems, we escalate via Jira, ensuring Product & Development have the details they need to solve issues quickly.
- We run real-time swarms — fast-moving problem-solving sessions in Teams — bringing together support engineers, developers, and other specialists to resolve critical cases quickly.
- We value transparency, collaboration, and proactive communication
“This blend of clear processes and live collaboration helps us solve customer issues faster, share knowledge, and deliver an excellent experience — every single time.”
💡 What Makes Us Unique
Being part of CatalystOne Support means:
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You’re a partner, not just a problem-solver. We build relationships, not just tickets.
- Your growth matters. We’re building structured learning paths to help you expand your skills and career.
- You’re part of a team that’s recognized company-wide for driving customer success and loyalty.
- You get to work with people who genuinely care — about customers and about each other.
“Our customers aren’t case numbers — they’re people. And we treat them as such.”
🌱 Who Thrives Here?
People who succeed in our team are:
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Naturally curious and eager to learn
- Skilled problem-solvers who enjoy tackling challenges
- Clear and empathetic communicators
- Proactive and take ownership of their work
- Strong team players who lift each other up
If you’re excited about helping customers, learning continuously, and collaborating to solve complex challenges — you’ll fit right in.
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“In CatalystOne Support, you don’t just resolve tickets — you grow as a professional. You’re part of the value we deliver to customers every day.”