Technical Support Specialist

Do you enjoy the interaction with customers and solving technical issues? Do you pride yourself on exceeding customer expectations and having excellent communication skills in Dutch and English? If YES, we are looking for you!
For this position, you can be located either at our HQ in Helsinki, Finland, or at our Östersund office in Sweden.
The team consists of four 1st Line Customer Supports, one 2nd Level Support, Team Leader, and the Head of Operations.
Our passion is to offer the best cloud contact center software solution and the best service to our customers to support them in their growth and customer operations. We have over 10 000 happy users all over the world, and over 6 Million calls go through the system every week. Our modern cloud contact center platform is very business-critical to our customers, and it is our highest priority to ensure its smooth functionality and solve any issues our customers may face.
As a Technical Support Specialist you will work as 1st line support and assist our customers in solving technical problems and product-related questions mainly by phone, email, and ticketing system Zendesk.
In practice this means:
Being the first point of contact with the customer, either by phone or by e-mail.
Documenting customer contact and any issues flagged in our ticketing system (Zendesk).
Being the direct link to other technical teams (development and operational teams).
The level of working with a customer is a combination of sharing best practices and advanced troubleshooting.
Troubleshooting includes basic network monitoring and monitoring the application behavior through for instance developer tools.



You will be taught how to work with all of the available tools on the job.
Having (knowledge of) basic networking skills and understanding of how to read logs would be a plus.
What kind of background and skills will help to succeed in this position?
We hope that you have prior experience from the helpdesk, service desk, and/or customer service duties. The job requires technical skills as well as a strong will to solve customers' issues efficiently and professionally. Our ideal candidate can multi-task, has patience, and the ability to take initiative in troubleshooting.
We expect you to speak and write fluent Dutch and English.
As a person, we hope you are agile in your movements and have the hunger and willingness to develop further. We are pretty fast-paced and agile as well and every day is different – which is why we value creativity and the ability to adjust on the go.
We hope that you love to take ownership of your work and the results you deliver and enjoy working in an international work environment with great team spirit and colleagues from different cultures.
Reasons to join LeadDesk:
An inspiring and fast-paced technical & customer service environment, where you will get to grow as a professional.
A warm culture where we do things together. We take our work seriously, but we also value an easygoing atmosphere, where we have fun and laugh together.
Chance to work with and learn from a team of professionals who are experts in their fields. The chance to learn about new technologies and work with a leading SaaS telephony product
Centrally located office facilities in Kallio, Helsinki, or in Östersund. An important position in the company with a high impact on the happiness of our customers.