Job Description
A Technical Customer Support Representative (TCSR) provides 1st and 2nd line telephone, e-mail and chat technical support to a customer base supporting Promethean bespoke software and hardware.
Working hours: 3:00 p.m.–11:00 p.m. (second shift, supporting the US market)
Hybrid model: 1 day in the office, 4 days remote.
Salary ranges: 65,100 - 89,400 PLN annually + annual bonus
Job Duties and Responsibilities:
- Problem solving with the customers to bring about a speedy resolution to their enquiries.
- Handle a substantial number of customer calls/emails/chats resolved in timely manner and to and excellent level of customer satisfaction.
- The maintenance of a detailed history on the Call Management System of all issues reported to customer support.
- Achieve agreed targets (KPIs) and deliver excellent customer service.
- Deciding how best to resolve a customer query, deciding which queries need to be escalated and working with the appropriate teams to resolution.
- The development of allocated projects designed to raise efficiency within the department, and overall customer satisfaction.
Job Skills and Qualifications:
- 2 – 3+ years helpdesk experience
- Have good working knowledge of computer configurations and operating systems
- Excellent time management and organizational skills,
- Excellent communication skills
- Excellent customer care skills
- Previous knowledge of project work
- Language Skills: Excellent English, written and verbal
- Language Skills: Other languages spoken fluently - nice to have (not required)
Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.
Our benefits include:
· MultiSport Card
· Private Medical Insurance with Dental/Vision Coverage
In addition to paid annual leave plus public holidays, Promethean offers the following paid leave:
· Birthday day off
· Multicultural day off
· Two Volunteering Days
· Well-Being Programs (For example, company-wide health challenges)
· Reward and Recognition Program
· Fruity Tuesdays
And more!
