Technical Customer Support Representative

A Technical Customer Support Representative (TCSR) provides 1st and 2nd line telephone, e-mail and chat technical support to a customer base supporting Promethean bespoke software and hardware.

Working hours: 3:00 p.m.–11:00 p.m. (second shift, supporting the US market)

Hybrid model: 1 day in the office, 4 days remote.

Salary ranges: 65,100 - 89,400 PLN annually + annual bonus

Job Duties and Responsibilities:

• Problem solving with the customers to bring about a speedy resolution to their enquiries.
• Handle a substantial number of customer calls/emails/chats resolved in timely manner and to and excellent level of customer satisfaction.
• The maintenance of a detailed history on the Call Management System of all issues reported to customer support.
• Achieve agreed targets (KPIs) and deliver excellent customer service.
• Deciding how best to resolve a customer query, deciding which queries need to be escalated and working with the appropriate teams to resolution.
• The development of allocated projects designed to raise efficiency within the department, and overall customer satisfaction.

Job Skills and Qualifications:

• 2 – 3+ years helpdesk experience
• Have good working knowledge of computer configurations and operating systems
• Excellent time management and organizational skills,
• Excellent communication skills
• Excellent customer care skills
• Previous knowledge of project work
• Language Skills: Excellent English, written and verbal
• Language Skills: Other languages spoken fluently - nice to have (not required)

Our benefits include: