Location: Kraków (hybrid model, 3 days per week from the office)Employment Type: Employment Contract via ExperisLanguage Requirements: French & EnglishBusiness working hoursJoin an international Product Support team and help deliver outstanding customer experience!We are looking for a Customer Support Specialist with French to join a global Product Support & Customer Experience team. In this role, you will be the frontline connection between customers and technology, providing high-quality technical support and helping users get the most value from software solutions.You will work closely with Product Support peers, Subject Matter Experts, Engineering and QA teams, as well as Product Support Team Leads and Managers, while developing your technical troubleshooting expertise in a collaborative and fast-paced environment.What will you do?Provide support to customers via calls, chats, and support casesFollow assigned schedules and maintain availability in Salesforce Omni during designated support coverage periodsTriage and resolve inbound support cases while ensuring accurate documentation and categorizationPrioritize live chat and call responsiveness to deliver an excellent customer experienceMonitor pending cases and perform follow-ups to meet service level targetsEscalate bugs, technical issues, and blockers using established processes and tools, including JIRAIdentify customer trends, feedback, and tool improvement opportunities and share insights with leadership and internal stakeholdersCollaborate with Product Support peers, Subject Matter Experts, Engineering, and QA teamsParticipate in team knowledge-sharing activities and coaching sessionsParticipate in User Acceptance Testing (UAT) and process improvement initiativesWho are we looking for?Fluent French and English language skills1-3 years of technical troubleshooting experience in a B2B or B2C environmentMinimum 1 year of software support experienceAt least 1 year of recent hands-on experience with relational databases, particularly SQL ServerAbility to quickly learn new technologies and confidently explain technical concepts to customersFamiliarity with Salesforce, Assembled, JIRA, Slack and ZoomProven ability to meet or exceed support KPIs, including CSAT, First Response Time (FRT), QA, KCS and Productivity metricsExcellent communication and customer service skillsEmpathy, active listening skills and a customer-first approachStrong attention to detail, ownership and problem-solving mindsetAbility to take ownership of ticket backlog management and support outcomesAbility to work effectively in a dynamic, fast-paced and customer-focused environmentCuriosity, willingness to learn and openness to feedback and coachingWhat do we offer?Opportunity to work in an international environment supporting global customersCollaboration with Product Support, Engineering, QA teams and Subject Matter ExpertsRegular coaching sessions, feedback and peer learning opportunitiesParticipation in process improvement and product development initiativesBenefits: Medicover Premium, MultiSport Plus, Group Insurance
Experis Manpower Group is a global leader in the recruitment of specialists and management personnel, particularly in the key areas of IT. The company is renowned for connecting professionals with competitive employment opportunities and engaging IT projects. Experis caters to both seasoned experts and newcomers in the IT industry, emphasizing a commitment to quality and innovation. As part of the larger Manpower Group, Experis benefits from a vast network and resources, enabling it to deliver exceptional recruitment services worldwide. The company values leadership, expertise, and the development of its workforce, fostering an environment where both clients and candidates can thrive.
