Are you our next Servicecenter Operator? 👩💻 👨💻
In 2025, as international growth remains one of LeadDesk’s priorities (because how else do we continue calling ourselves a growth company? 😉), we’re going to be quite busy.
It also means we need your help and can’t wait to welcome a new Servicecenter Operator to our team. Our Support team’s mission is to transform customer service culture. We have already started and now need more people like you to join the change.
As a Servicecenter Operator, you will have a unique opportunity to create positive customer experience for our 20 000 (and counting!) users around the globe. Together with your customer care teammates in Östersund at the OCC service center your main priorities will be to ensure smooth functionality of our platform, and help our customers with any technical issues regarding the use of our software.
📝 How would you use your skills in your daily work?
We will rely on your expertise and drive to support our customers by solving technical problems and answering product-related questions.
Our customers (the end users of our software) will contact you in multiple different communication channels (email, phone and ZenDesk ticketing system) regarding a new technical issue. Therefore, you will need to use your technical and product knowledge as well as logical thinking to dive deeper into the origins of the issue. You need to ask the right questions to understand what makes an error message pop up and if the issue is isolated or broader.
Strong communication skills are needed to ask insightful questions from the customers and internally from your team members to get the issue solved or escalated to our in-house developers. You might also have a video call with the customer to dig deeper into the issue together.
Your main responsibilities:
- Serve as the first point of contact for our customers in 1st level support.
- Document customer interaction and any issues in Zendesk,
- Work in close cooperation with other technical teams (such as Development and Operational),
- Troubleshoot (from basic network monitoring to monitoring the application behavior through developer tools).
What will help you succeed in the role
- Customer-oriented mindset.
- Previous experience from helpdesk, service desk, and/or customer support
- Technical skills or at least understanding of technical issues.
- Basic knowledge in script and code is meritorious.
- Ability to use and/or understand English, Swedish, and Norwegian.
- Patient and calm demeanor with an efficient and concise communication style.
- Readiness to take ownership and learn as you go.
- Cultural awareness
There is no pressure to tick all of the boxes or know all the tools or software! We will provide you with necessary onboarding and training to succeed in this role.
Why LeadDesk
- Opportunity for continuous professional growth in an inspiring, fast-paced environment in a stock listed SaaS company.
- Very professional and warm Support team where people support each other.
- Solid onboarding and training. No boring manuals – you will get a personal Onboarding Buddy instead!
- International work community with great team spirit and forward-thinking colleagues – LeadDesk currently employs 20+ nationalities in eight countries.
- Important position in the company with an immediate impact on the happiness of our customers.
- Flexible office hours
How to Apply
Please apply on January 10th latest. Could it be you? Apply today because we cannot wait to meet you!
For more information, please reach out to Marina from the Talent team by email: marina.ponomareva (at) leaddesk.com. LinkedIn works, too!
Practicalities
- Start day: According to agreement / Preferably as soon as possible
- Working hours: Full time
- Employment period: Permanent
- Salary: According to agreement
LeadDesk briefly
Since 2010, our company’s mission has been to help customers run their businesses more efficiently, one call center at a time. We believe in intelligent software that creates happy customer support and sales agents, which leads to happy customers.
Our culture empowers each of us to be a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive!) ownership from day 1. #LikeALeader