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Klarna

Service and Support Engineer

Sydney, Australia
About Klarna

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 200,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 3500+ employees from 90 nationalities.

As an engineer in the Productivity Service & Support team you will provide technical support and guidance to Klarna's employees all around the world and support local users onsite with hands on support. This role will see you improve the support process and actively contribute to the Productivity Service & Support team's continuous development. Klarna is a company which moves fast and is changes constantly so we are looking for a self driven, ambitious, positive spirit to join a great team. 

You will also work closely with other teams in the Productivity group to ensure that we deliver the best productivity experience possible to our internal customers around the world.

What you'll get to do:

  • Act as the point of contact for all software and hardware support.
  • Give Klarna employees the best support possible, keeping them productive.
  • Ensure that users issues are investigated, solved or escalated and redirected to the correct team.
  • Deliver hardware and software support according to our SLA's.
  • Continuously suggest improvement on support processes and routines.
  • Work on identify trends and issues proactively.
  • Documenting and sharing knowledge instinctively.
  • Handle incoming tickets via ticketing system, and support via chat channels.
  • When needed assist other Productivity teams in projects or with tasks.

Who you are:

  • You have previous experience of service desk work, troubleshooting and solving issues with knowledge of hardware and software.
  • You have a logical mind, like challenges, teamwork and have a strong customer service ethos.
  • Communication and knowledge sharing is a natural part of your profile.
  • You have good knowledge on Windows platforms and mobile devices such as IOS and Android.
  • We also work with MAC OS, Jira and Gsuite, so if you have any experience with these bonus points!
  • You thrive in a fast paced environment.
  • You have excellent verbal and written communication skills.

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