We are now looking for a Technical Support Specialist to join our Team of Technical Support. Technical Support is an important part of the Customer Success team in Framery’s Digital Offerings & Services function.

The Customer Success team is building a long-term relationship with customers by proactively making sure they achieve desired outcomes while using our products and by helping with any problems they may face at different stages of the journey. In other words, there cannot be great Success without prompt Support.

It’s all about customer success management, the principle of figuring out the best way to interact and support customers in each stage of the customer’s journey. While Customer Success Manager proactively guides customers to get the most out of the digital pods and services, Technical Support Specialist steps in when a customer encounters technical problems and saves the day.

Main responsibilities and job duties in the role:

• Play a critical role as the first point of contact for customers reaching out to Framery Support about issues with the products.
• Work successfully across multiple teams to resolve issues in a timely manner by investigating the support request, determining the cause, selecting and explaining the best solution, then following up to make sure the problem is solved and customer satisfied.
• With issues related to the physical products, you optimize the resolution time of claims by making sure that each individual case is taken to the finish line with a “hands on” attitude, from packing the correct replacement part to ordering freight.
• Express empathy for each customer's situation and maintain a positive and professional attitude.
• Establish a deep knowledge of our products and digital services.
• Support the continuous improvement of existing products by gathering extensive customer feedback and quality data.
• Work closely with Customer Success Managers to maintain continuous and deep knowledge of overall customer happiness.

What do we expect from you?

• Fluent English proficiency, spoken and written. All other language skills are considered as an advantage.
• Great interpersonal skills, spoken and written. Cleverness with translating technical matters for non-technical audiences  is a success factor in the role.
• Experience in a customer facing role is a plus but most importantly you have a desire to ensure great customer experiences.
• Result oriented approach with great problem solving skills. You love to dig in on a complex issue and come up with a solution.
• Great prioritization and self-management skills with strong attention to details. You are able to juggle many technical and administrative tasks simultaneously.
• Ability to learn new technologies quickly and adapt smoothly to change.
• Strive to continuously improve the daily work and demonstrate a willingness to learn and implement best practices together with the team.
• A passion to discover your full potential with ambitious like-minded team mates.
• According to the current hybrid model in use, you have the ability to work with the team at the office at Tampere about three days a week. The working language of the team is English.

What do we offer?

This is a great opportunity for someone looking for an entry-level opportunity to grow professional competencies and strengthen existing skills. Or for someone who has done similar work for a year or two and knows that this is the path they want to move on to the next level and challenge their skills with more demanding cases and customers.

We offer you a joyful and ambitious environment, amazing colleagues, and a chance to grow professionally and develop yourself at a dazzling speed!

As experts of happy workplaces, we also take the well-being of our employees very seriously. Framerians come first and customers are a very close second. Meet some of the Framerians and get to know our amazing products and culture.

Interested?

We’d love to hear from you as soon as possible. Please send your application with the salary request  by the 23th of May 2022. Applications sent through the link will be added to our recruitment system, which is our primary channel when recruiting new co-workers, so please do not email the application.

If you have any questions or you would like to have additional information about the position, please contact Business Manager of Value-Added Services Sini Myllykoski (+358 40 661 2499) during the following hours:

• 2nd of May 11.00–12.50
• 6th of May 14.00–15.50
• 10th of May 11.00–12.50 
• 13th of May 13.00–14.50
• 16th of May 14.00–15.50
• 23th of May 11.00–13.50

We are looking forward to receiving your application!