Respond to customer inquiries in a timely and accurate manner via Zendesk, Jira, Confluence, Slack, telephone, email, and other channels as needed
Coordinate second-line troubleshooting by gathering relevant information, analyzing root causes, and suggesting corrective actions
Document and update information related to technical issues and customer interactions for knowledge sharing and training purposes
Escalate issues that cannot be resolved directly, ensuring all relevant information is included
Share feature requests, customer feedback, and effective workarounds with relevant internal teams
Follow up with customers to ensure technical and payment-related issues are resolved satisfactorily
Participate in customer meetings to share feedback, highlight recurring issues, and support action planning
Coordinate product returns and repairs in cooperation with logistics teams and external service providers
Communicate clearly and effectively with colleagues in writing, online, and in person

Bachelor’s degree in Business Administration, IT, Supply Chain Management, or a related field is considered an advantage
Familiarity with PC systems and CRM/ERP tools such as Zendesk
Detail-oriented and systematic way of working
Ability to work effectively in a dynamic and fast-paced environment
Proactive mindset and motivation to learn and grow
Experience with SQL queries for database issue analysis or ITIL knowledge would be considered an advantage
Excellent written and spoken Finnish, Swedish and English; any additional European language is considered an advantage.

Technical Support Specialist

Key skills