Support Specialist

XPLUS; Poland; On-site; PLN 60,000 - 90,000; Full time

Job summary

XPLUS in Poland is seeking a mid-level Support Specialist with ERP experience, notably Microsoft Dynamics 365, to help global clients via Jira-based ticketing. You will handle inquiries, own tickets end-to-end, and collaborate with technical teams in an English-speaking environment.

Daily duties include prioritizing queues, supporting first/second line issues, and continually expanding product knowledge in a dynamic SaaS/product setting.

Qualifications

• 3–5 years of experience in IT or customer support.
• Strong hands-on experience with Jira or similar ticketing systems.
• English min. B2 (C1 preferred) for daily international communication.
• Ability to independently manage tickets end-to-end.
• Strong organizational skills and prioritization.
• Experience collaborating with IT and business teams.
• Familiarity with IT service management principles.

Responsibilities

• Handle customer inquiries and incidents using ticketing systems.
• Independently own and manage support tickets (first/second line).
• Analyze issues and gather information from clients.
• Collaborate with technical teams to resolve complex cases.
• Prioritize and manage the ticket queue.
• Continuously improve product knowledge and support quality.

Skills

End-to-end ticket handling

Cross-functional collaboration

English communication

Tools

Jira

Job description

We are a Microsoft partner with over 24 years of experience implementing Microsoft solutions. We serve clients globally, and our proprietary products, Executive Automations, support test automation and business process autonomy worldwide. We are seeking a Support Specialist with experience in ERP systems, particularly Microsoft Dynamics 365 (preferred).

We are looking for a mid-level (regular) Product Support Specialist who will:

• Handle customer support inquiries and work closely with technical teams
• Independently manage support tickets end-to-end
• Work daily with international clients in an English-speaking environment
• Support a global customer base (~95% of clients are outside Poland)
• Be comfortable operating in a dynamic support environment (first / second line support)
• Work in a shift-based setup, depending on team and client needs

Responsibilities:

• Handle customer inquiries and incidents using ticketing systems (e.g. Jira)
• Independently own and manage support tickets (first / second line support)
• Analyze issues and gather relevant information from clients
• Collaborate with technical teams to resolve more complex cases
• Prioritize and manage the ticket queue effectively
• Continuously improve product knowledge and support quality

Requirements:

• 3–5 years of experience in support / IT support / customer support
• Strong hands-on experience with Jira or similar ticketing systems (must-have)
• English min. B2 (C1 preferred) – daily communication with international clients
• Ability to independently manage tickets end-to-end
• Strong organizational skills and ability to prioritize tasks
• Ability to collaborate effectively with technical and business teams
• Familiarity with IT service management principles and practices

Nice to have:

• Experience with ERP systems (e.g. Dynamics 365)
• Experience in B2B environments
• Experience working in a product / SaaS company