System Specialist, Helsinki

Are you passionate about providing advanced technical support and solving complex problems?

💪

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: LeadDesk 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 LeadDesk:

What you can expect as a System Specialist at LeadDesk  

• 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 LeadDesk’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 

• 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.

• 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   

Please submit your application by September 11th, 2024, at the latest. 

LeadDesk briefly