Frontline Support Associate – FinTech Data Platform (L1)

Macrobond; Szczecin; Hybrid; PLN 42,000 - 64,000; Full time

Benefits offered by this job

A competitive salary

Stable position in a growing business

Private health care and sport benefits

Access to e-learning platform

Hybrid work model

Job summary

Macrobond is a leading provider of global economic and financial data and technology. The Customer Support Associate (L1) role handles fast, friendly first-line support, triage, and documentation, aiming for 24-hour issue resolution.

The position emphasizes professional communication and close adherence to SLA, with opportunities to grow into L2 and develop SQL/API skills. The team values reliability, customer focus, and a proactive approach to learning, in a hybrid work setting with private

Qualifications

• English language proficiency at B2 level or above
• Ability to quickly learn the Macrobond platform, datasets, and support processes
• Ability to follow established processes and proactively seek support when needed
• Service-oriented mindset with a focus on delivering a positive customer experience
• Strong attention to detail when handling cases and maintaining documentation
• Basic understanding of economics, financial markets, and analytical concepts

Responsibilities

• Monitor the inbound queue in Salesforce Service Cloud and provide first-touch responses within SLA.
• Resolve common customer issues, including login, access, installation, navigation and basic data questions.
• Identify the core problem behind each customer request and move the case forward with clarity and pace.
• Complete severity, product area, case reason and other required fields accurately.
• Follow troubleshooting scripts, knowledge base articles, SLA guidelines and communication standards.
• Escalate unresolved issues to L2 using the approved L1 to L2 escalation template.
• Provide complete escalation context, including summary, actions already taken, screenshots and logs where relevant.
• Write clear, structured case notes so Salesforce remains a trusted source of truth.
• Communicate with customers in a warm, professional and confident tone, explaining next steps and expected timing.
• Provide regular status updates until resolution or until the case is properly handed off.
• Flag recurring issues and propose or draft knowledge base updates.
• Participate in team syncs, coaching sessions and training, including the L1 to L2 development path covering SQL, API/Postman and technical support fundamentals.

Skills

English B2

Quick learner

Customer focus

Attention to detail

Economics basics

Education

Economics/Finance degree

Tools

Salesforce Service Cloud

SQL

Postman

Job description

Macrobond is a leading provider of global economic and financial data and technology. The Customer Support Associate (L1) role handles fast, friendly first-line support, triage, and documentation, aiming for 24-hour issue resolution.

The position emphasizes professional communication and close adherence to SLA, with opportunities to grow into L2 and develop SQL/API skills. The team values reliability, customer focus, and a proactive approach to learning, in a hybrid work setting with private