IT Productivity Service & Support Engineer

About Klarna
Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 4000+ employees from 100+ nationalities.
Klarna makes shopping smoooth. And we do it with flair because shopping is fun. Every day, we help customers, businesses, and partners explore just how smoooth the modern shopping experience can be.
It means we’re constantly changing the game. Always trying out new things. And we encourage our people to do the same. To grow. To develop. Because we don’t believe roles have to stay fixed. Instead we inspire our people to take an irregular career path. As a company of 350 dynamic start-ups, our whole business is built for it. So once you’re in, there’s no telling what will happen next.
As an engineer in the Productivity Service & Support team you will provide technical support and guidance to Klarnas employees all around the world and support local users onsite with hands on support. Work with improvement of the support process and actively contribute to the Productivity Service & Support team's continuous development. Klarna is a company which changes constantly so we are looking for a self driven, ambitious, positive spirit to join a great team. You will work closely with other teams in the Productivity group to ensure that we deliver the best productivity experience possible to our internal customers around the world.
What you will do
Act as the primary point of contact for the users regarding software and hardware support
Give Klarna employees the best support possible, keeping them productive
Ensure that the users issues are investigated, solved or escalated and redirected to the correct team
Deliver hardware and software support according to SLA
Support users via remote tools or onsite in the local office
Give user guidance and advising on the solution
Continuously suggest improvement on support processes and routines
Work on identify trends and issues proactively
Documenting and sharing knowledge instinctively
Handle incoming tickets via ticketing system, and support via chat channels
When needed assist other Productivity teams in projects or with tasks

Who you are
You have previous experience of service desk work, troubleshooting and solving issues with knowledge of hardware and software
You have a logical mind, like challenges, teamwork and have a strong customer service ethos
Communication and knowledge sharing is a natural part of your profile.
You have good knowledge on Windows platforms and mobile devices such as IOS and Android. We also work with Mac OS, Jira and Gsuite, experience in that would be a bonus
You thrive when there are many things going on and you can manage a multi-task environment well
You have excellent verbal and written communication skills in English language

What we can offer you:
Culture - You'll have an opportunity to work with people from 90+ different countries in our English speaking offices in Stockholm.
Learning - We have a learning and development focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
Compensation - You’ll receive an attractive salary, pension, and insurance plans, plus we offer all of our employees an opportunity to invest in a RSU program and own a stake of the company. You’ll also receive 30 days annual leave and since we recognize that life is about more than work, we also offer benefits for gym memberships, marathons, and all sorts of activities that promote physical health. We also have generous parental leave (for men and women).
Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.