Are you passionate about providing advanced technical support and solving complex problems? 💪
Nice to meet you! I’m Laura, Recruiter at LeadDesk. Together with Satu, 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
- Opportunity to deepen your expertise in technical support and systems operations within a dynamic SaaS environment
- Immediate impact on our service reliability and customer satisfaction across Europe
- Chance to join a tech-savvy, multicultural Support team that values collaboration and shared learning
- Supportive work culture with team lunches, coffee breaks, and casual after-works to celebrate wins together
- Our cozy HQ is in central Helsinki, easily accessible by public transport
- Monthly salary of €3000–3200
- As benefits we offer a phone benefit, lunch- and sports benefit (Edenred), wide Occupational healthcare, snacks, and coffee/tea at the office (smoothies, protein drinks, porridge, fruits etc.) as well as sports activities paid for by the company.
- Work in a publicly listed company that offers both stability and growth potential
- Enjoy the fast-moving, agile feel of a startup within a structured, established organization
- Collaborate with a diverse and forward-thinking team — 25 nationalities across 8 countries
Here’s what Joonas, one of your future colleagues from Finland, has to say about working at LeadDesk: “My time at LeadDesk 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 LeadDesk.”
What you can expectasaSystem Specialistat 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
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.
- Knowledge of network design, routing, and databases (including running basic queries)
- Basic networking knowledge and troubleshooting skills.
- 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.
- Understanding of VOIP technology and common issues related to calling setups.
Practicalities
- Start date: As soon, as possible.
- Working model: Hybrid with minimum 3 days on-site at the HQ office in Kallio
- Shifts: Monday-Friday at 8-16 and 10-18
- 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!
Pleasesubmit your application by May 27th, 2025, 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.
LeadDesk briefly
At 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.
