Hybrid Technical Support Specialist - Bilingual EN/FR

PPG Industries; Wrocław; Hybrid; PLN 40,000 - 68,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

PPG Global Business Services in Wrocław is seeking a Technical Support Specialist to be the main contact for customers across phone, email, chat and social channels, handling Level 1–2 inquiries and delivering timely solutions.

You will collaborate with cross‑functional teams, maintain knowledge bases, and ensure SLAs while supporting onboarding and knowledge sharing. The role is hybrid (3 days in the office) with emphasis on English and French communication.

Qualifications

• Experience in customer service or helpdesk.
• Fluent in English and French.
• Strong troubleshooting skills.
• Familiarity with CRM or ticketing systems.
• Proficient in MS Office.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide professional support to customers through phone, email, chat, messaging platforms, and social media channels.
• Troubleshoot and resolve Level 1 and Level 2 customer inquiries, identifying root causes and delivering effective solutions.
• Escalate complex technical issues to appropriate support teams while maintaining ownership of customer communication.
• Serve as a subject matter expert for customer support processes, tools, and digital channels.
• Collaborate with Customer Service, Digital, Operations, and Technical teams to resolve customer issues efficiently.
• Utilize CRM and ticketing systems to document, track, and manage customer requests.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and self-service resources.
• Analyze customer feedback and identify opportunities to improve processes and customer experience.
• Support onboarding, training, and knowledge-sharing activities within the team.
• Ensure compliance with service level agreements (SLAs), quality standards, and established processes.

Skills

English & French

Customer service

Troubleshooting

CRM systems

Microsoft Office

Communication skills

Multitasking

Team collaboration

Tools

Salesforce

ServiceNow

SAP

Job description

PPG Global Business Services in Wrocław is seeking a Technical Support Specialist to be the main contact for customers across phone, email, chat and social channels, handling Level 1–2 inquiries and delivering timely solutions.

You will collaborate with cross‑functional teams, maintain knowledge bases, and ensure SLAs while supporting onboarding and knowledge sharing. The role is hybrid (3 days in the office) with emphasis on English and French communication.