L1 Customer Support Engineer
KEEPIT POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄKraków, Lesser Poland, Poland30+ days ago
Job descriptionAs part of a dynamic L1 Customer Support Team, you’ll be at the heart of customer support — walking users through the service, solving technical issues and reporting bugs. With your focus and communication skills, you’ll help shape an exceptional support experience for every customer. Working Hours and Schedule As a member of the 24 / 7 Support Team, you will be required to work on a rotating shift schedule that includes day, evening, and night shifts. This schedule also includes coverage on weekends and public holidays, but you can always trade shifts with your colleagues. Creating and dispatching tickets Responding to user questions via tickets, phone, and chat, analyzing and fixing problems Solving technical issues related to their cloud platform and backup solution Bug reporting : documenting and reporting bugs identified through customer interactions, including detailed steps to reproduce the issues. Service Configuration : ability to guide customers through basic configurations and steps. Establishing trustworthy relations and increasing customer satisfaction Collecting valuable information and feedback from our customers which can be used for the continuous improvement of our products and services Share information regarding recent fixes and best practices in a proactive manner 1 year of customer support experience in the IT sphere Familiarity with Ticketing Systems : experience using ticketing system like Freshdesk, Zendesk or Jira / Confluence to report and manage / document internal information. Advanced level of English Good communication skills and ability to convey complex information effectively Being accurate in details Being capable of answering questions Proven ability to investigate and troubleshoot technical issues Official employment – Umowa o pracę contract 4 additional working days of vacation leave per full calendar year 3 days of internal sick leave without a doctor`s note Health and Life Insurance Employee Capital Plan (PPK) Multisport card compensation Coverage of professional training sessions, meetups, etc. English-speaking club with native speakers Polish language classes Internet and Glasses reimbursement Cosy office in Krakow city centre (Długa, 72) with beverages, fruit, and cookies Winter and summer parties, events, team-buildings
technologies-optional :
- Freshdesk
- Zendesk
- Jira
- Confluence
- Microsoft 365
about-project :
responsibilities :
requirements-expected :
offered :
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Customer Support Engineer • Kraków, Lesser Poland, Poland
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