Product Support Analyst with Dutch

Experis ManpowerGroup Sp. z o.o.; Poland; Hybrid; PLN 42,000 - 68,000; Full time

Benefits offered by this job

Private health care

Multisport card

Life insurance

Job summary

Experis ManpowerGroup Sp. z o.o. in Cracow, Poland, is seeking a hybrid, customer-focused support professional with 1–3 years of technical troubleshooting experience and at least 1 year in software/product support.

You will handle inquiries via calls, chat, and cases, resolve issues with strong documentation, and maintain SLA targets. Proficiency in English and Dutch, plus familiarity with Salesforce, JIRA, Slack, and Zoom, is highly preferred.

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 quickly learn new products and confidently explain complex technical concepts to customers.
• Familiarity with Salesforce, Assembled, JIRA, Slack, and Zoom is highly preferred.
• Proficiency in English and Dutch, with strong written and verbal 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

Technical troubleshooting

Problem solving

Learn new products

English communication

Dutch language

Tools

Salesforce

JIRA

Slack

Zoom

Assembled

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