Informacje o stanowisku

We are seeking a Client Support Specialist - L1 to provide frontline support and ensure a seamless customer experience. As the first point of contact for customer inquiries, you will troubleshoot issues, resolve technical concerns, and escalate complex cases when needed. This role is ideal for a customer-focused, detail-oriented professional who thrives in a fast-paced environment and is passionate about delivering excellent support experiences.

Your tasks

• Provide first-level support via chat, email, and phone, resolving customer inquiries efficiently
• Accurately document, prioritize, and track customer issues in the support platform, ensuring timely resolutions
• Leverage internal knowledge bases to assist customers and contribute to ongoing documentation updates
• Identify complex issues and escalate them to the appropriate teams, ensuring a seamless customer experience
• Follow standardized workflows, playbooks, and best practices to maintain consistency and efficiency
• Work closely with Product, Engineering, and Client Success teams to share customer insights and improve processes

Requirements:

• At least 1 year of experience in a customer support or service role
• Advanced level of English and French (written and spoken)
• Strong problem-solving skills with the ability to diagnose technical and non-technical issues
• Exposure to basic troubleshooting techniques, automation, or scripting tools
• Experience in SaaS, software support, or a tech-driven environment and familiarity with knowledge base management and self-service support strategies
• Experience using support tools like Zendesk, Salesforce, or similar platforms.
• Excellent written and verbal communication skills to interact with customers professionally
• Ability to multitask, prioritize tickets effectively, and work in a fast-paced environment
• Passion for customer satisfaction, teamwork, and continuous learning
• Willingness to work in a hybrid model 2-3times/week in the Wrocław office

Wrocław - Oferty pracy w okolicznych lokalizacjach