Joonas Luoto

Experience

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  Mcare

  Jan 2016 - Dec 2022

  Apple Certified iOS Technician / OnePlus Technician

  I began my professional journey at mcare oy as a trainee in logistics during my studies. My dedication and performance led to an invitation for a summer job opportunity, ultimately resulting in a full-time employment offer. I continuously sought out new challenges and growth opportunities within the company, progressing from logistics to obtaining Apple Certified Technician Status, and later joining the Android Support team. I have also played a mentorship role for new employees and been actively involved in various projects such as implementing documentation practices, managing customer care points of interaction, Social media marketing campaigns and overseeing daily assignments for technicians. This experience has honed my skills in providing world-renowned Apple customer support and broadened my expertise in various areas of IT support and service. Show less

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  OnePlus

  Mar 2019 - Jul 2020

  Repair Service Specialist

  Repair Service specialist at the OnePlus Exclusive Service Center in Kamppi. The center was established in partnership with mcare Concept oy, and I was loaned directly to OnePlus to assist with the launch of the project. Provided experience in repair and customer contact.

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  LeadDesk

  Dec 2022 - now

  As a Technical Support Specialist I bring experience in handling technical questions and issues related to our LeadDesk products, utilizing a range of support channels including Zendesk, email, and phone. I have a strong focus on documentation and prioritization, which are integral components of my role. Additionally, I have in-depth experience working within various customers' Microsoft 365 tenants and managing them as a Global Administrator. Collaborating with cross-functional teams, including PCS, SRE, and the telecommunications team, to ensure a good quality of the company's support operations. I am well-versed in troubleshooting using network and application monitoring tools and have experience in a multi-cultural working environment where English is the main language. Provided guidance and mentorship to new hire's. Show less

  • Product Specialist

    May 2023 - now

  • Technical Support Specialist

    Dec 2022 - May 2023