Customer Support Specialist

Do you enjoy working with customers, putting your technical skills to use, and solving a wide range of challenges? Join one of Europe’s most established HR tech companies, Sympa, and help us accelerate our growth across the Nordics.

Type: Full time, fixed term for six months (with possibility for extension)
Location: Espoo Finland (Hybrid)
Starting date: Negotiable (end of year 2025)

Over the last 20 years, Sympa has helped some of the largest companies in the Nordics to put people at the centre of their strategy. With 1,000 customers and a strong install base, we’re on a mission to continue growing.

As our next Customer Support Specialist, you’ll be joining our gross-Nordic support team of 11 colleagues providing technical support of our HR-system Sympa. You will be answering to customer tickets and phone calls, independently solving 1st line support cases. With your individual effort, you’ll make sure the team hits their SLA and other KPI measures. You’ll also work closely with our Customer Success Managers and system consultants in Finland. Yes indeed, you will be having a key role in making our customers happy. 

Your daily work consists of providing exceptional service to customers, troubleshooting issues, providing solutions and implementing change requests in the Sympa system. Customer interaction in daily work may vary from support related phone calls, chats and emails to proactive online meetings and webinars in a way that non-technical users can understand. 

As a Support Specialist in our Customer Support, you will: 

• Provide first line support to customers via tickets, chat, phone, and online meetings, ensuring fast, accurate, and customer-friendly solutions.

• Troubleshoot and resolve technical product-related issues with a focus on minimizing customer effort and maximizing satisfaction.

• Escalate and coordinate priority cases with 2nd line Support teams, Product, Development, and specialist teams, ensuring smooth resolution and clear communication throughout.

• Implement approved customer change requests in Sympa with precision, ensuring compliance and minimal business disruption.

• Support onboarding of new customers by assisting the Implementation team with technical expertise and a customer-centric approach.

• Communicate solutions clearly and effectively, ensuring non-technical users understand and feel confident with the outcome.

• Investigate and resolve technical issues or unexpected behavior in our software before escalating to other teams when required

• Analyze logs or user data to find root causes

• Help configure or test settings in the system

• Learn how integrations and data flows function in an HRIS platform

• Work closely with our product, implementation and development teams to ensure best possible Customer Satisfaction in Support Team

What do we offer?

Sympa is striving for fast international growth while maintaining the agility of a small business, which shapes our work culture. Decisions are made fast, with a flat hierarchy. We are united by a shared purpose: driving success together while having the freedom to innovate, grow, and make a real impact.

 
As a Customer Support Specialist at Sympa, you will get

• An independent and valued role within a team of highly skilled professionals, with the chance to grow along with your responsibilities in an ambitious working environment. 

• To work at a modern, international and fast-growing company and collaborate with people from other countries on a daily basis. 

• The chance to make your mark on our journey.

• To be creative in finding the best possible solutions for our customers in various fields of business. 

• Opportunity to become a master of Sympa – you will get to learn the system in and out, and act as a trusted advisor for both internal and external stakeholders.

We’re shaped by clear goals, ownership, and a fast-paced, commercially focused culture. If you’re looking for a friendly yet driven environment where collaboration meets accountability, you’ll fit right in.

What do we value in our candidates? 

The person we are looking for is technically oriented and interested in SaaS, as well as strongly motivated, curious and eager to learn. You truly enjoy problem solving and working with people. If you thrive in a fast-paced environment, are highly organized and able to manage multiple priorities, you’ll go far with Sympa.

Furthermore, the following skills and experience are needed to succeed: 

• Native level Finnish and professional level English are mandatory, Swedish considered a great advantage

• Experience in working in a technical customer support position is considered a great advantage – alternatively you have demonstrated technical expertise through other work experience and preferably a technical degree

• Exceptional problem-solving skills

• Willingness to continuously learn new things

• Experience with cloud software, especially ticketing systems (e.g. Zendesk) is considered a great plus

• Ability to work independently and to handle routines

• Excellent verbal and written communication skills and the ability to provide great customer support service both in Finnish and in English

• Customer-oriented way of thinking

• Courage, open-mindedness and a willingness to take responsibility in all customer support tasks. 

• Preciseness, diligence and a highly positive attitude in a fast-paced customer support service environment.

Got your attention?  

Great! Send us your application via the system to introduce yourself. The position will be filled as soon as we find the right candidate. The recruitment process will include ALVA Labs personality assessments, a discussion with Sympa’s Talent Acquisition Partner, and two discussions with the hiring manager and team. If you have any questions on the role, you can contact our hiring manager, Paavo, for this position. 

Paavo Porkka
Head of Customer Support
paavo.porkka@sympa.com