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Do you share our passion for exceptional customer support?

Nice to meet you! I'm Laura (https://www.linkedin.com/in/laura-honkanen-01a00b60/), Recruiter at LeadDesk. Together with Antti (https://www.linkedin.com/in/anttiruskeala/), our Customer Care Director, we're strengthening our Agile Support team. 

That's where you come in—we're excited to welcome a new bilingual Product Specialist to join our team in Madrid.

This is a special opportunity as it's the first time we're hiring a Product Specialist in Spain. You will play a crucial role in strengthening the collaboration between our Spanish Sales team and the broader support organization. By being on the ground in Madrid, you'll help us enhance communication, streamline the sharing of information, and ensure that our Spanish customers receive top-tier support.

What's in it for you   

• Great opportunity for professional growth in a publicly listed company that develops its own AI technology.  

• Chance to join the multicultural Support team and help your Sales colleagues keep our customers happy.  

• An international community of forward-thinking colleagues. Fact: LeadDesk currently employs over 25 nationalities in 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 expect as a Product Specialist at LeadDesk  

• Proactive role to help your local sales team to achieve targets and keep customers happy

• You´ll be answering phone calls and calling outbound calls to our customers

• You'll be handling and resolving tickets related to our customers' product-related questions

• You'll attend internal team meetings and sometimes also customer meetings.

What success looks like in this role  

• You've smoothly integrated into the Support team and formed a close bond with your cross-functional colleagues from Sales.  

• You ensure that your work results are according to our KPIs (e.g., customer satisfaction, resolution time, etc.) and SLAs.  

• You've become an expert of LeadDesk's product and customers in addition to Customer Care's processes and systems.  

• You know how to ask insightful questions, both from our customers and internal team members, to understand the cause of error messages and to assist customers with any other software problems they encounter.

This is where the match happens 

Must-haves  

• This role requires daily onsite presence and is not a remote position.

• Ability to work mostly in evening shifts

• 1-2 years of work experience in a customer-oriented role. E.g.: customer service (ideally in telecommunication), technical support, etc.  

• Full professional verbal and written working proficiency in both Spanish and English.  

• Personality traits such as social butterfly, proactive, service-minded, and analytical.  

•  You have completed upper secondary education or equivalent at minimum

• Ability to master a combination of tech and human when interacting with various personalities in verbal and written communication.   

• Ability to work independently and without peers from your team being around. In this role, you'll be mostly surrounded by your cross-functional colleagues from Sales.  

Nice-to-haves   

• Knowledge of Zendesk, troubleshooting tools, etc.  

• Any additional language skills such as Norwegian, Danish, Dutch, German are seen as a bonus.

Practicalities   

• Start date: As soon, as possible.   

• Location: Madrid

• Working hours: Full-time.   

• Employment period: Permanent. 

• Compensation: EUR 25200 annually

What's next   

Apply today because we can't wait to meet you!  

Please submit your application by September 8th, 2024, 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   

Since 2010, our company's mission has been to help our customers run their businesses more efficiently, one call center at a time.   

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. #LikeALeader