Participant Service Specialist

Quick Facts

• Role: Participant Service Specialist (Support / Monitoring)

Description

You will monitor operational systems, respond to alerts, and act as the first point of contact (SPOC) for incident and request handling. You will receive, log, and classify tickets via phone, email, and ITSM, follow operational procedures, coordinate with second/third-line support for complex events, and keep participants updated with accurate incident status communication. You will also support continuous improvement by reporting operational KPIs, maintaining reliable documentation, and creating/updating a knowledge base.

Requirements

• 1+ year of experience in a support, help desk, or monitoring team

• Knowledge of how IT systems work and basics of monitoring and incident handling tools

• Ability to work according to procedures with strong attention to detail

• Communication skills, responsibility, and readiness for shift work in a 24/7 model

• Ability to independently resolve simple issues and escalate correctly

• Experience with monitoring systems such as Splunk and Grafana

• Experience with ITSM tools

• Basic knowledge of Linux

• Basic knowledge of computer networking

• English and Polish proficiency (at least B2) for communication and written content

Benefits

• Work on one of Poland’s most important payment systems used by millions of users daily

• Real impact on the security and availability of payment services

• Opportunities to develop technical and operational competencies

• Friendly environment focused on collaboration and continuous improvement

• Flexible hours and a hybrid work model

• Benefits package: medical care, insurance, English support, e-learning platform, MyBenefit, MultiSport

• Development budget and access to industry training