MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- Oversee all support operations across European regions and manage two geographically distributed teams supporting multiple software products.
- Build and implement ITIL framework standards and drive adoption of new tools, processes, and best practices.
- Drive strategic integration of AI to enhance support functions and lead process improvement initiatives.
- Manage incident management, service request fulfillment, and problem management; act as primary escalation point for complex issues.
- Conduct regular calls with key customers to review outstanding tickets and provide performance reports; represent Customer Success in new sales deals to ensure SLA agreements.
- Develop and maintain SLAs and KPIs; monitor team performance and implement corrective actions.
- Collaborate with Product Management, Engineering, and Professional Services to address customer feedback and improve software solutions.
- Manage resource planning, daily resourcing, absences, and develop knowledge management systems across teams.
- Support software solutions for the Forestry industry across Europe and travel to other European locations as needed.
Requirements
- Excellent verbal and written communication skills in English and Finnish are required.
- Knowledge of Swedish and other European languages is a strong advantage.
- 3+ years of experience within support teams, coupled with experience in management or project management.
- Strong understanding of ITIL framework within in a support organization.
- Proven track record of improving support processes, customer satisfaction, and team performance.
- Experience with ticket management systems such as Salesforce, Jira, or similar platforms.
- Familiarity with knowledge management systems and practices.
- Strong understanding of software support functions and technical troubleshooting processes.
- Experience developing and monitoring KPIs and SLAs for support operations.
- Ability to build and maintain effective relationships with internal and external stakeholders.
- Bachelor's degree in Business Administration, Computer Science, or related field is desirable, but not mandatory.
- Only applicants who are legally entitled to work in the EU will be considered.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
BS
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