Customer Support Specialist

Synerise SA; Kraków; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Professional development

Integration events

Work with international clients

Job summary

Synerise SA in Kraków is seeking a highly motivated Customer Support Specialist to join our Customer Success & Implementation Department (CSI). You will support onboarding for new and existing clients, aiming for a quicker time to production and strong client satisfaction.

You will collaborate with clients during the implementation of Synerise AI Solutions across sectors, manage tickets within SLAs, and proactively handle escalations while seeking new opportunities and upsells.

Qualifications

• Experience in customer-facing roles (support or technical support).
• Advanced English (written and spoken).
• Analytical and problem-solving skills in a Big Data environment.
• Willingness to train customers and provide technical guidance.
• Experience with marketing automation/Big Data tools is a plus.
• Familiarity with REST API and webhooks is beneficial.

Responsibilities

• Oversee onboarding of new and existing clients to speed Time To Production.
• Collaborate with clients during the implementation of Synerise AI Solutions across sectors.
• Ensure support tickets are resolved within each client's SLA and manage escalations.
• Identify new use cases and pursue expansions and upsells with clients.
• Contribute to educational content for clients (guides, use cases, knowledge base).
• Collaborate with Business Development & IT in terms of agile project management.
• Influence Synerise roadmap and internal processes.

Skills

Customer-facing

English proficiency

Analytical skills

Multitasking

Planning & organizing

AI tools awareness

Ticket handling

Tools

Postman

BI tools

REST API

Low-code platforms

Job description

Synerise is not just another tech company. It is a space where our brilliant team consequently brings technology change to the business world and instead of following known paths, we are creating a new one – a next-generation, fully personalized and AI-driven customer experience.

We successfully deliver an all-in-one tool - Synerise. An ever-evolving behavioral data platform, enhanced by AI to generate outstanding ROI in more than 30 markets for industry leaders in Retail, Banking, eCommerce, Automotive, Insurance, and Telco, processing more than 150 billion transactions annually. However, we don't limit ourselves solely to this solution. We're building BaseModel - a foundation model for behavioral data embedded within a novel platform for enterprise Data Science teams, that is another step on our path to create innovation in AI and demonstrate its potential for the business world.

Having such great solutions, we are looking for a highly motivated Customer Support Specialist to join our Customer Success & Implementation Department (CSI).

What will you do on a daily basis?

• Oversee the onboarding of new and existing clients and partners to ensure a quicker “Time To Production”.

• Cooperate with Synerise clients and partners during the implementation of Synerise AI Solutions at companies from various sectors (e-commerce, finance, retail, telco etc).

• Ensure that all support tickets are resolved within each clients and partners SLA and manage escalations in a proactive manner.

• Identify new use cases and achieve the clients and partners' satisfaction, expansions, upsells and new opportunities with clients and partners.

• Participate in the creation of the educational content for our clients and partners (such as user guides, use cases, FAQ knowledge base etc).

• Cooperate with Business Development & IT Departments in terms of agile project management.

• Influence Synerise Roadmap and internal processes.

What will convince us that you are The One?

• English at an advanced level (B2 minimum), both written and spoken.

• Experience in customer-facing roles (e.g. customer support, technical support).

• Demonstrated analytical and problem-solving skills, particularly those that apply to a “Big Data” environment.

• Willingness to cooperate with customers in the form of a ticket as well as providing technical training.

• Experience in working with tools from the area of marketing automation/digital marketing/Big Data.

• Multitasking ability.

• Excellent planning, organizational and execution skills.

• High motivation for self-development and a desire to acquire knowledge.

• “Digital nativity” & excellence with operating desktop & mobile devices as well as AI tools.

What will convince us even more?

• Fluent in other languages: Spanish/Portuguese.

• Familiarity with big data & AI concepts.

• Experience working with BI tools.

• Experience with low-code solutions.

• Familiarity with process automation tools & marketing automation platforms.

• Experience with REST API and familiarity with webhooks concepts.

• Experience with Postman or similar software.

• Knowledge of JavaScript.

• Experience in web development projects.

• Experience in mobile development projects.

What can we provide for you?

• An opportunity to work in a fast-growing company in the field of CDP and Artificial Intelligence.

• The possibility to work with the biggest international companies on the market.

• Membership in a 30+ person Customer Success & Implementation Department, a team of tech professionals that are focused on relationships and a good atmosphere in the team.

• The opportunity for professional development in various career paths (data analysis, project management, integration etc.).

• Integration events where we focus on the atmosphere and relations between people.