Follow standard operating procedures to deliver consistent, high-quality support.
Accurately document all client interactions, troubleshooting steps, and resolutions in CRM and ticketing systems (e.g., Talkdesk, Salesforce Service Cloud).
Identify recurring questions or issues and share feedback to improve internal processes and knowledge resources.
Support the creation and maintenance of client-facing documentation and self-service tools.
Troubleshoot and resolve routine software or technical issues for Restaurant POS systems, payment devices, and peripherals.
Guide clients through basic configuration, updates, and usage of POS software features.
Perform initial diagnostics and collect relevant logs or data to assist in issue resolution.
Escalate complex or unresolved issues to Tier 2 Support while ensuring smooth handoff and accurate case documentation.
Learn and apply troubleshooting best practices to continuously strengthen technical proficiency.
Communicate clearly and professionally mainly across phone, occasionally via chat, and email channels.
Translate technical information into easy-to-understand guidance for non-technical users.
Demonstrate empathy, patience, and ownership in all client interactions.
Act as a client advocate by documenting recurring issues and product feedback for leadership review.
Manage multiple support cases efficiently while maintaining SLA and quality standards.
Collaborate closely with Tier 2 Support, Training, and QA teams to improve client experience and internal workflows.
Participate in team training, calibration, and feedback sessions to build product knowledge and service consistency.

Requirements

1-3 years of professional experience in customer success, call center or related roles.
Strong written and verbal English communication skills, with the ability to explain concepts simply and clearly.
Foundational troubleshooting and analytical skills for software and hardware environments.
Basic understanding of system connectivity and networking fundamentals (Wi-Fi, IP configuration, Bluetooth pairing).
Familiarity with CRM or ticketing platforms such as Talkdesk, or Salesforce Service Cloud.
Customer-focused mindset with commitment to resolving issues efficiently and accurately.
Detail-oriented and organized with the ability to manage multiple priorities.
Adaptable to new technologies, evolving processes, and a fast-paced team environment.
Willingness to work afternoon shifts, including bank holidays and weekends, as needed.
Working knowledge of Restaurant POS software, payment terminals, and peripheral devices (within SaaS environments) preferred.

Benefits

Competitive pay: 5500-8200 PLN gross on CoE (plus bonus!)
Access to e-learning platforms
Fully paid private healthcare in LuxMed
Access to the Worksmile platform with a monthly top-up
Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week
A laptop and essential work equipment provided by the company
New, modern, bright and comfortable office space in the city centre
A lot of free parking spots around the office
Access to the company’s library
Great working atmosphere
Chill out room with a PlayStation and games
Free snacks and beverages in a kitchen
Company parties and social activities
Employee referral program
Relocation Package within Poland

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootinganalytical skillssystem connectivitynetworking fundamentalsWi-FiIP configurationBluetooth pairingRestaurant POS softwarepayment terminalsperipheral devices

Soft Skills

communication skillscustomer-focused mindsetdetail-orientedorganizedadaptableempathypatienceownershipcollaborationtime management