Customer Support Specialist with French

Experis Manpower Group; Kraków; Hybrid; PLN 90,000 - 120,000; Full time

Benefits offered by this job

Medicover Premium

MultiSport Plus

Group Insurance

Job summary

Experis Manpower Group in Kraków is seeking a bilingual French-English Customer Support Specialist to provide multichannel assistance to global customers in a hybrid setup.

You will triage, document, and resolve inbound support cases, escalate issues where needed, and ensure timely responses. You will collaborate with Product Support, Engineering, QA, and leadership to share insights and contribute to process improvements in a fast-paced environment.

Qualifications

• Fluent French and English language skills.
• 1–3 years of technical troubleshooting in a B2B or B2C setting.
• Minimum 1 year of software support experience.
• At least 1 year of hands-on SQL Server experience.
• Familiarity with Salesforce, JIRA, Slack and Zoom.
• Strong communication and customer-service mindset.

Responsibilities

• Provide support to customers via calls, chats, and support cases.
• Triage and resolve inbound support cases with accurate documentation.
• Prioritize live chat and call responsiveness to ensure great CSAT.
• Escalate bugs and blockers using established processes, including JIRA.
• Collaborate with Product Support, Engineering, and QA teams.
• Participate in UAT and process-improvement initiatives.

Skills

French language

English language

Technical troubleshooting

Customer support

SQL Server

Salesforce

JIRA

Slack

Zoom

Communication skills

Tools

Salesforce

JIRA

Slack

Zoom

SQL Server

Assembled

Job description

Location: Kraków (hybrid model, 3 days per week from the office) Employment Type: Employment Contract via Experis Language Requirements: French & English Business working hours

What will you do?

• Provide support to customers via calls, chats, and support cases
• Follow assigned schedules and maintain availability in Salesforce Omni during designated support coverage periods
• Triage and resolve inbound support cases while ensuring accurate documentation and categorization
• Prioritize live chat and call responsiveness to deliver an excellent customer experience
• Monitor pending cases and perform follow-ups to meet service level targets
• Escalate bugs, technical issues, and blockers using established processes and tools, including JIRA
• Identify customer trends, feedback, and tool improvement opportunities and share insights with leadership and internal stakeholders
• Collaborate with Product Support peers, Subject Matter Experts, Engineering, and QA teams
• Participate in team knowledge-sharing activities and coaching sessions
• Participate in User Acceptance Testing (UAT) and process improvement initiatives

Who are we looking for?

• Fluent French and English language skills
• 1-3 years of technical troubleshooting experience in a B2B or B2C environment
• Minimum 1 year of software support experience
• At least 1 year of recent hands-on experience with relational databases, particularly SQL Server
• Ability to quickly learn new technologies and confidently explain technical concepts to customers
• Familiarity with Salesforce, Assembled, JIRA, Slack and Zoom
• Proven ability to meet or exceed support KPIs, including CSAT, First Response Time (FRT), QA, KCS and Productivity metrics
• Excellent communication and customer service skills
• Empathy, active listening skills and a customer-first approach
• Strong attention to detail, ownership and problem-solving mindset
• Ability to take ownership of ticket backlog management and support outcomes
• Ability to work effectively in a dynamic, fast-paced and customer-focused environment
• Curiosity, willingness to learn and openness to feedback and coaching

What do we offer?

• Opportunity to work in an international environment supporting global customers
• Collaboration with Product Support, Engineering, QA teams and Subject Matter Experts
• Regular coaching sessions, feedback and peer learning opportunities
• Participation in process improvement and product development initiatives
• Benefits: Medicover Premium, MultiSport Plus, Group Insurance