Technical Support Specialist

Ready to share our passion for customer support? 🦸Nice to meet you! I’m Shweta Malhotra, a Talent Partner at LeadDesk. Together with Tuukka Laaksonen, our Technical Support Manager we’re strengthening our team in HelsinkiYou will serve as the initial point of contact for our customers, providing timely assistance and technical support. You will play a vital role in diagnosing issues, delivering solutions, and ensuring a seamless customer experience. Your contribution will be critical to maintaining high levels of customer satisfaction and upholding our service standards.We’re searching for the ideal candidates to strengthen our team and can’t wait to welcome the Technical Support SpecialistWhat’s in it for you This is a pivotal role that will significantly influence the strategic direction of LeadDesk’s product offerings. You will play a key role in delivering complex products more systematically, faster, and with greater impact. You'll be at the forefront of product development, working closely with cross-functional teams to ensure alignment with our strategic vision. Opportunity to enhance your product management skills and advance your career in a dynamic and fast-paced environment. Flexible office hours and a hybrid work model: Enjoy a mix of remote and onsite work (3 days a week) at our Helsinki office. Join a publicly listed SaaS company that develops its own technology and is committed to innovation. Experience a truly international work environment, collaborating with talented colleagues from 27 nationalities across 8 countries in a multicultural and diverse setting. What you can expect as a Technical Support Specialist at LeadDeskCustomer SupportAct as the first point of contact for customers seeking technical assistance via phone, email, or live chat.Taking customer calls, troubleshooting issues with customers and handling customer tickets.Deliver prompt and professional responses to all inquiries.Technical TroubleshootingIdentify, analyze, and resolve technical issues related to software, hardware, network connectivity, and other solution-related components.Customer FeedbackCollect and document customer feedback and communicate insights to relevant teams to support continuous improvement of products and services.Escalation HandlingCollaborate with second-line and specialist technical teams to escalate and follow up on complex issues, ensuring timely and effective resolution.User EducationGuide customers on how to use our products and services efficiently, offering training, documentation, and resources to enhance the user experience.Collaboration With Other TeamsWill be working according to support ways of working, KPI’s and processes in close collaboration with sales and Customer Success.Will play a crucial role in strengthening the collaboration between our Sales team and the broader support organization. Will be part of Support matrix organisation.This is where the match happensMust-haves Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).Strong technical understanding or background like tech support, troubleshooting issues etc. and genuine interest in technology Interest in IT things, has used different programs (e.g. Zendesk for ticketing, some VoIP calling system, CRM etc.)Fluent or Native in Finnish (to provide local support) and English (as it our professional working language)Nice-to-havesExcellent analytical and problem-solving skills.Technical proficiency in troubleshooting hardware, software, and network issues.Outstanding verbal and written communication skills.Strong customer service orientation and the ability to remain calm under pressure.SQLPython, or any programming languagesContact Center experiencePracticalitiesYour location: Helsinki Metropolitan area Work permit in FinlandStart date: As soon as possible Work model: Hybrid Working hours: Flexible Employment: Full-time and permanentWhat’s NextWe can’t wait to meet you! Apply today or latest by 30th November'25For more information, please reach out to Shweta Malhotra from the Talent team by email: shweta.malhotra(at) leaddesk.com.LeadDesk brieflyAt LeadDesk, our purpose is to simplify human connections between organisations and people across Europe. Every year, our AI-powered platform connects more than 500 million customers with call center agents.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. We welcome people from all backgrounds and walks of life, which is reflected in our diverse community of Leaders. As an employer, we're committed to providing equal opportunity for all employees and applicants.