Are you passionate about providing advanced technical support and solving complex problems?
Nice to meet you! I'm Laura (https://www.linkedin.com/in/laura-honkanen-01a00b60/), Recruiter at Lead Desk. Together with Antti (https://www.linkedin.com/in/anttiruskeala/), our Customer Care Director, we're strengthening our Technical Support team, and we're on the lookout for a new System Specialist to join us in Helsinki.

What's in it for you

• Great opportunity for professional growth in a publicly listed company that develops its own AI technology.
• Chance to join the multicultural Support team
• An international community of forward-thinking colleagues. Fact: Lead Desk currently employs over 25 nationalities in 8 countries.
• Here's what Joonas, one of your future colleagues from Finland, has to say about working at Lead Desk:

“My time at Lead Desk has been great. It's amazing being part of a fun team that works hard and has each other's backs; if somebody needs help, help is always available. Tons of opportunity to specialize and advance in different parts of the product and to co-operate with other parts of Lead Desk.”

What you can expect as a System Specialist at Lead Desk

• You'll be responsible for solving technical issues that go beyond 1st line support, requiring deeper investigation and problem-solving.
• You'll be identifying root causes by performing tests, investigating issues, and analyzing application and event logs.
• You'll be writing clear and detailed escalations, including replication steps and troubleshooting summaries when the problem requires further investigation from our Development or Site Reliability Engineering teams.
• You'll be providing technical support through inbound and outbound customer calls and emails, focusing on more complex requests.
• You'll be using your customer service mindset, and proactive communication approach to directly impact our clients' success, ensuring they receive the best possible support and solutions.

What success looks like in this role

• You've seamlessly integrated into the Customer Care team as a more technical specialist.
• Your work consistently meets key performance metrics like customer satisfaction, number of solved tickets and resolution time
• You've become an expert in Lead Desk's products, processes, and systems.
• You can diagnose issues by reading application and browser logs, investigating errors, and communicating technical details clearly in both verbal and written form.
• You provide solutions based on your understanding of systems, applications, and customer needs.

This is where the match happens
Must-haves

• You are comfortable and confident in communicating with clients directly. Picking up the phone is your first instinct, not your last resort.
• You're skilled at explaining technical concepts in a clear and friendly way that's easy for non-technical users to understand.
• 2-3 years of experience in a customer-focused role, such as technical support.
• Full professional verbal and written working proficiency in English.
• A proactive, service-oriented, and analytical mindset.
• At least a secondary education level or equivalent.
• The ability to work independently and manage time effectively.

Nice-to-haves

• Experience with tools like Zendesk or troubleshooting platforms.
• Additional language skills (e.g., Norwegian, Danish, Dutch, German) are a bonus.
• Basic networking knowledge and troubleshooting skills.
• Understanding of VOIP technology and common issues related to calling setups.
• Knowledge of network design, routing, and databases (including running basic queries).

Practicalities

• Start date: As soon, as possible.
• Location: Helsinki
• Working hours: Full-time.
• Employment period: Permanent.
  
• Salary range: EUR 3000-3200/month

What's next
Apply today because we can't wait to meet you!

Please submit your application by September 11th, 2024, at the latest. Please note that we process applications and proceed with recruitment for suitable candidates during the application period, so please act quickly.
For more information, please reach out to Laura from the Talent team by email: laura.honkanen (at) leaddesk.com.
Lead Desk briefly
Since 2010, our company's mission has been to help our customers run their businesses more efficiently, one call center at a time.
When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive!) ownership from day 1. #Like ALeader