Technical Support Expert

3 dni temu


Warszawa, Mazovia, Polska Simon-Kucher & Partners Pełny etat
Job Description

We are seeking a highly skilled Technical Support Specialist to join our team in Warsaw, Poland. The ideal candidate will be fluent in German and English, with a strong background in Computer Science or a related field.

About the Role

This is an exciting opportunity for a motivated individual to provide second-level support, diagnose and resolve technical problems, ensuring seamless interactions with our applications. The successful candidate will work closely with cross-functional teams to escalate and resolve critical incidents.

Responsibilities
  • Provide 2nd level support, diagnose and resolve technical problems, ensuring that our customers can work smoothly with our applications.
  • Support our pricing and loyalty applications, working with a diverse customer base ranging from large enterprises to medium-sized businesses, and collaborating with both business and technical users.
  • Respond to customer support requests or inquiries.
  • Communicate with customers throughout the resolution process.
  • Document and track support cases, including root cause and resolution.
  • Ensure timely resolution and customer satisfaction.
  • Collaborate with cross-functional teams to escalate and resolve critical incidents.
Requirements
  • Fluent in German and English.
  • Bachelor's degree in Computer Science, Information Technology, or a related field, with 2+ years of experience in SaaS application support; OR 4+ years of relevant experience in SaaS application support if no formal degree.
  • Strong problem-solving skills: Analytical thinking, structured way of working, independent and ability to solve complex problems.
  • Excellent communication and interpersonal skills. Empathy, patience and a focus on customer satisfaction.
  • Understanding of core concepts in data engineering and data interfaces.
  • Experience in working with ticketing systems (e.g., Zendesk) is a plus.
  • Can maintain an overview when prioritizing and managing multiple tickets, even in stressful situations.


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