Customer Support Specialist (1st Line)

Quick Facts

• Role: 1st line Customer Support Specialist

• Language: Czech or Slovak (native-level)

• Product area: ERP systems (ABRA Gen, ABRA Aiva)

• Working hours: 7:00–16:00 or 8:00–17:00 (1-hour lunch break)

Description

You will handle incoming customer requests via phone and helpdesk, from simple questions to more technical issues, and guide customers step-by-step—often using remote connection. When a request is too technical, you will escalate it to 2nd line support and help them understand the customer’s context. You will also contribute to product and support improvements by sharing what you learn from customers, and you may support training for new customers.

Responsibilities

• Communicate with customers by phone and through the helpdesk

• Receive and process requests, diagnose problems, and propose solutions

• Verify what is happening and walk users through the steps

• Use remote access to assist customers when needed

• Collaborate with 2nd line support for more complex cases

• Share customer insights to improve the product and support process

• Optionally train new customers

Requirements

• Familiarity with business processes and/or ERP from the user perspective

• Understanding of accounting, warehouse/logistics, sales, or administration workflows and typical documents (invoice, order, goods receipt)

• Czech or Slovak at native-speaker level, verbally and in writing

• Ability to explain clearly to users from different industries

• Patience, calmness, and careful approach to details

• Ability to handle urgent, time-critical issues while documenting requirements clearly

• Motivation to learn; curiosity about how things work

• Ability to work with a computer and MS Office

• No prior experience required

Benefits

• Expert support: experienced colleagues help with complex questions

• Time to recharge: 5 weeks of vacation and 5 sick days

• Flexible benefits: 1,500 CZK/month for Multisport, Cafeteria points, or pension/DIP contribution

• Additional benefits: meal allowance and home office option