Informacje o stanowisku

In this role you will:

• Provide professional and customer-oriented support to SMS, Telecom, and Voicebot customers via email and messengers.
• Handle Hubspot tickets efficiently, ensuring timely responses and resolutions.
• Manage VIP customer interactions, delivering personalised support to high-priority clients.
• Conduct deep diagnostics and troubleshoot complex technical issues following established procedures.
• Actively communicate with clients, keeping them informed about the status and resolution of their issues.
• Facilitate the onboarding process for new users and offer technical education and training if needed.
• Collaborate closely with in-house technical teams to escalate and resolve cases efficiently.
• Track and manage support cases from initiation to full resolution, ensuring client satisfaction.
• Maintain detailed records of support interactions and update documentation, FAQs, and knowledge base articles.

We’re looking for a person who has:

• Polish language + English (B2+) language.
• Experience in technical support within the telecom or SaaS industry preferred, with a solid understanding of SMS protocols and telecommunication technologies.
• Higher education (at least partially complete), preferably technical in the field of communications/IT.
• Strong problem-solving skills, excellent written and verbal communication, and the ability to prioritize tasks in a fast-paced environment.
• Readiness to suggest and implement changes in existing processes; taking initiative.
• Ability to present information in an accessible manner, and clearly express ideas in writing.
• Confident PC user.

Why Apifonica?

• Hybrid format of work from our office. Were flexible about when and where we work, though we do meet in our office (2 days a week from the office in Warsaw).
• Learning and development. Our teams plan out courses for each member and we cover expenses.
• Great career and competitive salary. Youll become part of an international team, learn from the best and grow as a professional.
• Last but not least, youll enjoy the inspiring and fun atmosphere we have.

About us

Apifonica is an Estonian company with its headquarters in Tallinn and offices in Poland, Germany (Tenios brand), Italy, Latvia. We offer intelligent cloud solutions and develop software solutions for communication services for businesses in Europe.

Apifonica is a highload cloud communications platform that allows companies to automate their conversations with customers. Apifonica is a fully customisable solution for automation of communication in HR, sales and customer support. This automation is tailored to the customer’s goals as our experts analyse your workflows and we customise our platform to fit your project: from basic automation of voice & text notifications to complex solutions fully integrated with your IT system featuring AI-powered voicebot, smart reporting, and workflow automation.

Among our customers are such big brands as Ergo (Germany), Huawei (Germany), Decathlon (Poland), LPP (Poland), Sportsalliance (Netherlands), 4F (Poland), SkyEng (Cyprus), Jeronimo Martins (Poland) and others.

More about Apifonica:

More about Tenios:

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