Kristian Karlsson

As a Service Consultant I provide high-quality first-line support to customers and partners, streamline internal processes, and support sales, onboarding, and customer success initiatives across multiple product areas.

Key Responsibilities:

• handling inquiries related to products, orders, invoices, system access, churn, and organizational changes
• managing license transfers during company restructures
• advising customers and partners on product selection and solutions
• creating self-service content for Community and chatbot platforms
• participating in onboarding of new partners (VARs, AOs, ISVs)
• contributing to projects aligned with Visma's customer success programs
• generating and forward leads (sales and churn) to Sales and partners
• maintaining data quality in the customer database
• registering new customers and contracts in internal systems
• identifying opportunities to automate and optimize internal processes
• building strong product and organizational knowledge to support customers effectively

As a Senior Product Support Specialist at Visma, I delivered expert support and guidance to internal stakeholders and end-users of various business systems. I managed inquiries in line with SLAs, escalated complex issues, and contributed to knowledge sharing, documentation, testing, and system improvements.

Key responsibilities:

• product support
• business system
• SLA management
• Customer experience
• issue resolution
• Knowledge Base Management
• system testing
• data quality
• feature request handling
• self-service enablement
• stakeholder collaboration
• end-user training
• process improvement

As a Support Specialist at Visma, I provided day-to-day support to internal users and customers, helping to resolve inquiries related to our business systems. I worked closely with senior team members to ensure timely and accurate issue resolution, contributed to maintaining documentation, and supported ongoing improvements to the support process.

Key responsibilities:

• first-line support
• ticket handling
• basic troubleshooting
• SLA monitoring
• customer communication
• documentation updates
• system familiarisation
• data entry & quality checks
• escalation support
• knowledge sharing
• internal collaboration
• feedback collection for feature requests

As a Senior Accountant at IBM I supported Swedish client as part of Finance & Accounting outsourcing team. I delivered accurate and timely services across time collection and cash application functions while ensuring a strong customer experience.

Key responsibilities:

• processing employee time cards and managing time data accuracy
• providing customer service via phone and email to resolve time tracking issues
• supporting month-end and year-end closing activities within the Time Collection Team
• training and onboarding new employees to ensure consistent quality and knowledge transfer
• updating and maintaining process documentation, procedures, and process maps
• responding to client queries and escalations in a timely, professional manner
• identifying and implementing process improvements, contributing to team efficiency

Led a Six Sigma project focused on optimising the time collection process for a Swedish client, delivering measurable improvements - achieved Lean Six Sigma Yellow Belt

As an AR Accountant I provided support in time collection and cash application processes for a Swedish client, ensuring timely and accurate handling of data and strong customer service.

Key responsibilities:

• processing time reports and ensured data accuracy in internal systems
• assisting employees with time tracking issues via phone and email
• supporting month-end tasks and routine reporting
• maintaining documentation and followed standardized procedures
• collaborating with team members to resolve client queries efficiently
• being responsible for the knowledge and process transfer

As a Junior Accountant I supported day-to-day accounting operations, including invoice processing, data entry, and account reconciliations. Ensured accuracy of financial records and assisted with month-end closing tasks.