Customer Support Specialist

5 dni temu

Kraków hybrid, Polska HAYS Pełny etat
Customer Support Specialist
Kraków (hybrid)
NR REF.: 1190389

Hays IT Contracting is a cooperation based on B2B rules. We connect IT specialists with the most interesting, technological projects on the market. For our client we are currently looking for Candidates for the position of Customer Solutions Specialist/ Customer Support Specialist.

Work model:  hybrid (Kraków)  
Compensation:  50-60 PLN/h net (+ VAT)Start Date:  January 2025Cooperation:  long-term 
Contract type:  B2B, through Hays Poland

Job purpose:

  • Acts as a technical expert on complex and specialist subject(s). 
  • Supports management with the analysis, interpretation, and application of complex information, contributing to the achievement of divisional and corporate goals. 
  • Supports or leads projects by applying area of expertise.
  • The support team consists of 12 people covering 8 countries.


Key requirements:
  • Strong customer and teamwork orientation.
  • Results focus and self-drive.
  • Basic to medium technical knowledge on Windows workstation operating system configuration and use.
  • Basic to medium knowledge on Internet technologies (communication protocols, API, presentation layer).
  • Good working knowledge on Microsoft Office package (Outlook, Teams, Excel).
  • Good command of Polish and English languages.
  • Other Eastern European languages such as Czech, Hungarian – would be a great asset.
  • Understanding of ticketing systems and Service Level Agreement.
  • Understanding of shipping business processes.


Project Roles & Responsibilities:
You are working with a team of professionals, providing solutions to customers for shipping, rating, and tracking. You are working with the customer on online shipping solutions and integrated systems, you are consulting with the customer and their IT partners, you support the setup and troubleshoot when there is an issue.

We expect that you: 

  • Have regular contact with customer users/management in English and Polish (and Czech/ Hungarian desired). Customer contact phone/not inbound.
  • Support peers within department and develop solutions together.
  • Deliver training to internal and external customers.
  • Support customers during all phases of solution development.
  • Provide production support and troubleshooting.
  • You will report to the Manager IT responsible for the region.


Research And Analysis:
  • Sources data and information from internal or external subject matter experts as required. 
  • Conducts systematic in-depth research and analysis into issues of varying complexity within area of technical specialism. 


Technical Expertise:
  • Develops and maintains expert knowledge in relevant Company principles, processes, tools, and best practices; current and forthcoming external requirements (can include International, Regional or Local regulations) and current/emerging market trends and practices within area of expertise. 
  • Provides expert advice proactively and on request, which may include advising on appropriate solution for complex or unique issues. 
  • Shares knowledge with peers and management.
 
Continuous Improvement:
  • Develops, recommends, and executes tools and processes to assist in the achievement of goals within area of expertise.
  • Applies diverse but structured tools to achieve results or develop new or enhanced services


Planning:
  • Identifies and develops goals, which may include forecasts, relating to business initiatives and projects within remit in alignment with divisional and corporate goals. 
  • Demonstrates understanding of factors influencing goal achievement communicates to key stakeholders and secures commitment.


Processes And Procedures:
  • Designs process improvements, systems developments, or the implementation of best practice within area of expertise. 
  • May be involved in supporting management in the completion of processes within area of expertise.


Maximising Opportunities
  • Proactively identifies and analyses risks, opportunities and constraints within area of expertise.
  • Evaluates and presents recommendations and actions, to support decision making by management.
  • Leads and/or contributes to the implementation of actions to ensure results are realized.


Project Management:
  • Leads projects and initiatives, which may be cross functional and involve internal and external experts.
  • Completes post-implementation review to identify lessons learned and recommend corrective actions.


Compliance:
  • Ensures on-going compliance with defined Company processes and procedures, relevant legislation and external regulations, and predefined agreements. 
  • May include review of policies or standards to ensure compliance or design of new policies/ standards if appropriate. 


Alignments:
  • Builds and develops effective relationships with key stakeholders, including externally, to influence optimal business decisions.
  • May act as local point of contact for corporate level or represent the company in external organizations.


What We Offer:
  • A quick recruitment process
  • Standard benefits including preferential rates for LuxMed, Multisport and life insurance packages
  • The chance for a long-term cooperation on projects for top players in numerous sectors
  • Opportunities for future assignments with other leading clients through Hays


What will the recruitment process look like:
  • Your CV will be verified by Hays Recruiter
  • Recruiter will contact you by phone – a 15-minute conversation about the project and your experience
  • Conversation with the client – 1 meeting
  • Offer
  • Welcome to the project


Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under  the number 361.

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