Technical Support Tier 1, KRAKÓW

Must have: Required and Preferred Qualifications:

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  • 1+ years relevant work experience in customer-facing Customer Support, Account Management, Implementation, Technical Support, Consulting, Workflow Management and/or Project Management role
  
  
  • Ability to multitask and work effectively in a fast-paced environment.
  
  
  • Excellent verbal and written communication skills
  
  
  • Strong organizational, prioritization, and time management skills
  
  
  • Ability to follow written instructions and keep accurate records of completed work in accordance with company processes and procedures
  
  
  • Must be familiar with Windows, Microsoft Office Suite and basic PC hardware.
  
  
  
  

Role-specific Competencies:

• Following Written Instruction: Following written instructions and detailed procedures to ensure consistent results.


• Recordkeeping: Keeping accurate records of completed work in accordance with company processes and procedures.


• Prioritization: Ability to effectively prioritize and manage own time while responding to a diverse range of customer inquiries.

Job Summary: The Technical Support Specialist performs technical service-related operations. This position works directly with our clients and the technical support team on issues, escalations, testing our hardware/software products, updating internal systems to reflect customer information.

Essential Functions:

Technical Support:

• Works directly with customers, fielding inbound calls and emails as well as making outbound calls and emails to provide support


• Lead client expectations, dependencies, and deliverables throughout the onboarding process to ensure key achievements are met on-time and within the scope


• Provide multi-faced support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, troubleshooting


• Managing and upholding the troubleshooting escalation process


• Establishing and maintaining strong relationships across teams and with staff/clients

Team Oversight:

• Provides daily oversight to team members, ensuring daily goals are met and clients are handled professionally and with a high-level of customer focus.


• Identify and implement process improvements, ensuring efficient and effective operations.

,[Handles technical support tickets and escalations, Receive and evaluate feature requests, bug reports, and performance issues, Engages clients on support calls, escalation calls, and conference calls when needed, Works directly with development on new software and hardware projects, Learns new features, products, and enhancements quickly, Works with Sales for training purposes, Maintains advanced knowledge of specialized FTS systems and services] Requirements: Windows, Linux, Microsoft, customer service, technical support, account management Tools: . Additionally: Sport subscription, Private healthcare, International projects, Free coffee, Bike parking, In-house trainings, No dress code, Startup atmosphere.