Multichannel Technical Support Specialist & Mentor

PPG Industries (UK) Limited; Wrocław; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Pet-friendly office

Multisport card

Private medical care

Lunch card

Office parking options

Annual bonus

Job summary

PPG Global Business Services in Wroclaw is seeking a Technical Support professional to handle Level 1–2 cases across digital channels and share expertise with the team. You will mentor junior members and help optimize service workflows to enhance the customer experience.

The role emphasizes customer-centric problem solving, strong English and Spanish, and collaboration with IT and Product teams on new tools. 3 days per week in-office with flexibility for remote work.

Qualifications

• Secondary education or higher.
• Min. 2 years of relevant experience in customer service.
• Fluency in English and Spanish.
• Experience handling complex or escalated customer cases.
• Experience supporting or coaching others is a strong advantage.
• Customer-centric and solution-oriented mindset.
• Strong communication and problem-solving skills.
• Proactive, organized, and detail-oriented.
• Strong collaboration skills and a natural team player.
• Familiarity with MS Office (CRM/Ticketing tools would be a plus)

Responsibilities

• Handle customer inquiries across digital channels (email, phone, chat, messaging platforms, social media).
• Deliver professional, accurate, and customer-focused support to ensure a high-quality service experience.
• Act as a subject-matter expert for digital tools (CRM, ticketing systems, chat platforms).
• Support the optimization of digital service workflows and channels.
• Maintain and enhance knowledge bases, FAQs, and self-service content.
• Coach and mentor junior team members, supporting their onboarding and development.
• Share best practices and contribute to quality monitoring initiatives.
• Identify recurring issues, propose process improvements, and provide customer insights.
• Collaborate with Customer Service Managers, Digital Teams, IT, and Product Teams on new tools and process implementations.

Skills

English fluency

Spanish fluency

Customer service experience

Coaching

Education

Secondary education or higher

Tools

CRM

Ticketing tools

MS Office

Job description

PPG Global Business Services in Wroclaw is seeking a Technical Support professional to handle Level 1–2 cases across digital channels and share expertise with the team. You will mentor junior members and help optimize service workflows to enhance the customer experience.

The role emphasizes customer-centric problem solving, strong English and Spanish, and collaboration with IT and Product teams on new tools. 3 days per week in-office with flexibility for remote work.