Customer Service Agent

• Serve as the first point of contact for clients, delivering high-quality support across both software and hardware environments.
• Primary phone-based customer support - handle inbound calls, resolve issues in real time, and deliver a high-quality client experience.
• Troubleshoot and resolve common technical issues related to POS systems, payment devices, and peripherals.
• Guide clients through basic setup, updates, and everyday use of the platform.
• Accurately log all interactions and actions in CRM/ticketing systems.
• Escalate complex cases to Tier 2 with clear documentation and context.
• Identify recurring issues and share insights to improve processes, product, and knowledge base.
• Collaborate with internal teams (Support, QA, Training) to continuously improve service quality.

Key requirements:

• Availability for night shift (22:00 PM to 6:00 AM PL time)
• Hybrid work model: 3 days per week in the Kraków office / 2 days remote (after probation)
• Willingness to work weekends and public holidays
• 1–3 years of professional experience in customer success, call center, or related roles
• Fluent Polish and strong English communication skills
• Foundational troubleshooting and analytical skills for software and hardware environments
• Basic understanding of system connectivity and networking fundamentals (Wi-Fi, IP configuration, Bluetooth pairing)
• Customer-focused mindset
• Detail-oriented and organized
• Adaptable to new technologies

Nice to have:

• Fluency in Spanish