Customer Helpdesk POS Specialist

Nexi Group; Rzeszów; On-site; PLN 78,000 - 123,000; Full time

Benefits offered by this job

Competitive benefits package

Tech equipment provided

International team environment

PayTech University training

Job summary

Nexi Group is seeking a Customer Helpdesk POS Specialist in Rzeszów to deliver multichannel support for merchants and customers. You will address questions by phone and email, resolve technical and billing issues, and support daily operations across CRM and ticketing platforms, contributing to fast, reliable service.

The role emphasizes adherence to service quality standards, ongoing training, and collaboration with IT, accounting, and risk teams while working in a dynamic, international Nexi

Qualifications

• Minimum secondary education.
• Ability to establish initial contact with customers.
• Strong verbal communication and active listening skills.
• Proficiency in email correspondence.
• Effective verbal and non-verbal communication abilities.
• Excellent organization, systematic and flexible work style.
• Good time management and task prioritization.
• Willingness to work in a three-shift system (24/7/365).

Responsibilities

• Provide multichannel customer support for merchants, individuals, and partners (phone, email, chat, social media).
• Independently handle technical and billing requests per procedures and Knowledge Base.
• Log, verify, and escalate issues following the escalation path with internal teams.
• Support CRM, OTRS, Altar, JIRA and related systems.
• Participate in trainings and adapt to new procedures.
• Ensure service quality in line with PeP standards and SLA metrics.
• Build and maintain relationships with customers, technicians, and internal teams.

Skills

Customer service

Active listening

Verbal communication

Email communication

Organization

Time management

Work under time pressure

Shift work (24/7)

Education

Secondary education

Tools

Windows 11

Excel

CRM

Office tools

Job description

Job Description

Shape the Future of Payments with Nexi in 2026

Envision a world where every transaction feels effortless, safe, and connected. At Nexi, we’re leading this transformation, building tools and solutions that redefine how the world pays. By joining us, you’ll play a part in creating the next generation of digital payments in an innovative, supportive, and international environment.

Why This Role Is Right for You

As a Customer Helpdesk POS Specialist, you’ll join a collaborative and forward-thinking team based in Rzeszów. Together, we ensure efficient service for our Merchants, answering their questions by phone and email. We resolve technical issues, provide information on basic billing issues, and perform typical HelpDesk tasks. Our goal is to provide fast and effective support that facilitates daily collaboration with your company.

About Your Future Role

In this position, you will:

• Multi-channel customer service for PeP customers (merchants, individual customers) and business partners (phone, email, chat, social media, self-service systems).
• Independently handle and manage technical and billing requests in accordance with procedures and the Knowledge Base.
• Verify, log, and expedite issues according to the escalation path (including collaboration with IT, technical, accounting, risk, and compliance departments).
• Support for the following systems: CRM, OTRS, Altar, JIRA (and additional dedicated systems depending on specialization).
• Participate in training courses and workshops and continually review new procedures and instructions.
• Compliance with PeP standards regarding service quality, regulations, COA department values, SLA indicators and MBO goals.
• Ensure high-quality service for merchants (as measured by call and email evaluations) and achieve designated metrics (SLA, average turnaround time, MBO goals).
• Building and maintaining relationships with customers, service technicians, sales representatives and employees of other departments.

What Makes You a Great Fit

We’re looking for someone eager to make a difference. Here’s what we value:

Essential Qualifications

• Minimum secondary education.
• Knowledge of the importance of initial contact in working with customers.
• Knowledge of the principles of effective verbal communication – the ability to actively listen and ask questions.
• Knowledge of the principles of email correspondence.
• Knowledge of the principles of effective verbal and non-verbal communication.
• Very good organization of own work – systematicity and flexibility.
• Time management skills – prioritization of tasks.
• Ability to work under time pressure.
• Availability and willingness to work in a three-shift system (24/7/365).

Bonus Skills

• Good computer skills with Windows 11.
• Good knowledge of computer programs (Excel, Word, CRM).
• Knowledge of the specifics and organization of work in a Customer Service position, including elements of office work.
• Basic knowledge of computer networking.
• Ability to efficiently complete multiple tasks.
• Ability to work under time pressure, in a team, and independently.
• Ability to think analytically and draw conclusions.

Even if you don’t check every box, your unique potential and willingness to learn could set you apart.

What’s in it for You

• Attractive salary and a competitive benefits package to reward your expertise and contributions
• Tech equipment: Get the tools you need to succeed, including the latest technology to support your work
• Join an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment
• Grow and develop: Gain hands‑on experience and structured training through our PayTech University, designed to accelerate your career and help you reach your full potential

Discover Life at Nexi

We’re an international team of 10,000+ people across 25 countries, united by shared ambition and a passion for innovation. Learn more about our culture, Values, and how we’re shaping the future of digital payments. Visit our Life at Nexi page.

Diversity and Inclusion at Nexi

We are proud to be an equal opportunity employer: together, we succeed by embracing our differences and creating a future where everyone can thrive.