[Hiring] Technical Customer Support Specialist @EssilorLuxottica Group

Role Description

As a Technical Customer Support Specialist for the Nordics, you will support eyecare professionals across Sweden and the Nordic region by ensuring their software, diagnostic equipment, and connected systems run smoothly. Working remotely via phone and screen-sharing tools, you will troubleshoot issues, guide customers through installations and configurations, and help them get the most out of innovative optical and ophthalmic technologies.

This role is ideal for someone with a strong customer support or IT support background who enjoys problem-solving, communicating with customers, and making technical topics easy to understand.

Main Responsibilities

• Comprehensive Application Support:
  • Install, configure, update, and troubleshoot specialized optical and ophthalmic software, including diagnostic imaging systems and practice management applications.
• Hardware & Instrument Integration:
  • Support the setup and troubleshooting of connected devices via USB, LAN/Ethernet, and Serial connections.
• Database & Network Configuration:
  • Configure SQL/SQL Express databases, mapped drives, firewall exceptions, and user permissions for multi-workstation environments.
• Customer-Centric Support:
  • Guide users step-by-step via phone and remote support tools such as TeamViewer or ScreenConnect.
• Root-Cause Analysis:
  • Diagnose and resolve software, hardware, network, and operating system issues efficiently.
• Ticket Management & Documentation:
  • Record incidents, resolutions, and best practices in the ticketing system and knowledge base.

Qualifications

• 2-3 years of experience in Technical Support, IT Support, Helpdesk, Service Desk, or Customer Support.
• Experience supporting PCs, software applications, and end-users with technical issues.
• Ability to explain technical solutions and troubleshooting steps in simple, non-technical terms.
• Strong problem-solving skills and a structured approach to issue resolution.
• Experience working with Windows environments and basic networking concepts.
• Knowledge of SQL Server / SQL Express is an advantage.
• Experience with remote support tools such as TeamViewer, ScreenConnect, or similar.
• Customer-focused, patient, and service-oriented mindset.
• Strong communication and interpersonal skills.
• Eagerness to learn new technologies and applications.
• Fluent in English and other Nordic languages because the team provides full coverage across Swedish, Norwegian, and Finnish-speaking customers.

Company Description

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products, iconic brands that consumers love, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences, and leading e-commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.