AI-Powered Customer Support Engineer

Atlas Metrics; Kraków; On-site; PLN 89,000 - 134,000; Full time

Benefits offered by this job

Private health care

Cafeteria benefits

Creative Allowance

Home office stipend

Learning & development budget

26 days annual leave

Mental health days

Job summary

LumApps Krakow is seeking a customer support professional to join our diverse team. You will respond to customer inquiries via email or ticket, diagnose product issues remotely, and guide users through platform features to ensure a smooth experience.

Collaborate with cross-functional teams, prioritize tasks, and maintain documentation while providing excellent service. Fluency in French and English is required, with strong organizational and empathetic communication.

Qualifications

• Fluent in French (C2) and English (B2), both written and spoken.
• Organizational skills and attention to detail.
• Good interpersonal skills, impeccable spelling, clear and structured written expression.
• Overflowing empathy, to understand and respond to customers' technical questions and problems.
• Proven autonomy and strong teamwork.

Responsibilities

• Respond to customer requests accurately and diligently via email or ticket.
• Organize and conduct remote sessions to diagnose and identify product defects.
• Identify customer needs and help customers understand/use the platform's features.
• Prioritize and manage multiple requests in parallel.
• Escalate requests that cannot be handled by support to the right teams.
• Follow up with Premium Support customers as a privileged point of contact.
• Ensure customer follow-up to check that technical requests are handled.
• Update internal databases with information on technical issues and use cases.
• Manage internal projects to contribute to the improvement of support.
• On-call shifts in rotation with current team members.
• Work on public holidays in rotation with current team members.

Skills

Organizational skills

Interpersonal skills

Attention to detail

Empathy

Team spirit

French (C2)

English (B2)

REST API

GSuite

Python

Tools

GSuite

Python

REST API

Job description

LumApps Krakow is seeking a customer support professional to join our diverse team. You will respond to customer inquiries via email or ticket, diagnose product issues remotely, and guide users through platform features to ensure a smooth experience.

Collaborate with cross-functional teams, prioritize tasks, and maintain documentation while providing excellent service. Fluency in French and English is required, with strong organizational and empathetic communication.