Product Support Analyst with Dutch

Experis Manpower Group; Kraków; Hybrid; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Private healthcare

Multisport card

Life insurance

Job summary

Experis Manpower Group in Kraków is seeking a Customer Support Specialist to respond to inbound inquiries via calls, chats, and support cases, providing prompt, empathetic assistance. The role requires working in a hybrid setup with three days in the office.

You will triage and resolve cases, document clearly, maintain SLA targets, escalate issues in JIRA, and contribute to team coaching, UAT, and process improvements while delivering strong CSAT and KPI performance.

Qualifications

• 1–3 years of technical troubleshooting experience in a B2B or B2C environment.
• At least 1 year of experience providing software/product support.
• 1+ year of hands-on experience with relational databases, specifically SQL Server.
• Strong technical troubleshooting and problem-solving skills.
• Ability to learn new products quickly and explain complex concepts to customers.
• Familiarity with Salesforce, Assembled, JIRA, Slack, and Zoom.
• Proven track record of meeting or exceeding core support KPIs (CSAT, First Response Time, QA, KCS, Productivity).
• Proficiency in English and Dutch, with strong communication skills.

Responsibilities

• Respond to inbound customer inquiries via calls, chats, and support cases, providing prompt, high-quality, and empathetic support.
• Follow assigned schedules and maintain “Available” status in Salesforce Omni during designated shift blocks.
• Triage and resolve inbound cases with accurate categorization, clear documentation, and a customer-focused approach.
• Provide responsive live support across chat and phone channels, minimizing missed or declined contacts.
• Manage pending tickets and overdue follow-ups, taking appropriate action to meet SLA targets.
• Escalate system bugs, technical blockers, and recurring issues using standard JIRA processes and templates.
• Share customer trends, product gaps, and tool-related feedback with leadership.
• Participate in team huddles, peer learning, and regular coaching sessions.
• Participate in UAT and process improvement initiatives, providing frontline feedback.
• Maintain strong performance across key support metrics, including CSAT, First Response Time, QA, KCS, and Productivity.

Skills

English

Dutch

Troubleshooting

Customer support

Tools

Salesforce

JIRA

Slack

Zoom

SQL Server

Job description

Hybrid work model: Cracow, 3 days per week from office

Responsibilities

Respond to inbound customer inquiries via calls, chats, and support cases, providing prompt, high-quality, and empathetic support. Follow assigned schedules and maintain “Available” status in Salesforce Omni during designated shift blocks. Triage and resolve inbound cases with accurate categorization, clear documentation, and a customer-focused approach. Provide responsive live support across chat and phone channels, minimizing missed or declined contacts. Manage pending tickets and overdue follow-ups, taking appropriate action to meet SLA targets. Escalate system bugs, technical blockers, and recurring issues using standard JIRA processes and templates. Share customer trends, product gaps, and tool-related feedback with leadership. Participate in team huddles, peer learning, and regular coaching sessions. Participate in UAT and process improvement initiatives, providing frontline feedback. Maintain strong performance across key support metrics, including CSAT, First Response Time, QA, KCS, and Productivity.

Requirements

• 1–3 years of technical troubleshooting experience in a B2B or B2C environment.
• At least 1 year of experience providing software/product support.
• 1+ year of recent hands-on experience with relational databases, specifically SQL Server.
• Strong technical troubleshooting and problem-solving skills.
• Ability to quickly learn new products and confidently explain complex technical concepts to customers.
• Familiarity with Salesforce, Assembled, JIRA, Slack, and Zoom is highly preferred.
• Proven track record of meeting or exceeding core support KPIs, including CSAT, First Response Time, QA, KCS, and Productivity.
• Proficiency in both English and Dutch, with strong written and verbal communication skills.

Our offer

• Private helathcare
• Multisport card
• Life insurance