Technical Support Agent I

Aon plc; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

Aon plc in Kraków is seeking a Technical Support Specialist to deliver high-quality support across a global environment. This hybrid role offers flexible work both virtually and from our Kraków office, with potential weekend coverage as part of an agreed shift schedule.

You will work with customers, clients and internal teams to resolve issues, maintain service quality and enhance user experience, while collaborating across operations and technology functions to drive continuous improvement.

Qualifications

• Experience in technical support, application support or service desk.
• Strong problem-solving and clear communication skills.
• Willingness to work in shift-based schedules including weekends.
• Experience with ticketing systems is a plus.

Responsibilities

• Provide timely and professional support to users and clients.
• Handle and resolve support requests in line with service standards.
• Investigate issues, identify solutions and coordinate resolutions with relevant teams.
• Support account administration and day-to-day operational activities.
• Maintain accurate records and ensure information is handled securely.
• Communicate updates clearly to partners throughout resolution.
• Collaborate with colleagues across operations, technology and other functions.

Skills

Technical support

Service desk

Customer operations

Issue resolution

Job description

Join Aon in Kraków and become part of a global support environment that helps deliver a high-quality experience for users, clients and colleagues around the world. This is a hybrid role with the flexibility to work both virtually and from our Kraków office. The role is included in an international support framework and requires adaptability to perform within an agreed shift schedule, which may include weekend coverage.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

As a Technical Support Specialist, you will help deliver exceptional support across a global environment. You will work closely with customers, clients and internal teams to resolve issues, maintain service quality and contribute to a positive overall experience.

Key responsibilities include:

• Providing timely and professional support to users and clients.
• Handling and resolving support requests in accordance with established service standards.
• Investigating issues, identifying solutions and coordinating resolutions with relevant teams.
• Supporting account administration and day-to-day operational activities.
• Maintaining accurate records and ensuring information is handled appropriately and securely.
• Communicating clearly with partners and providing updates throughout the resolution process.
• Supporting continuous improvement initiatives that improve service standards and user experience.
• Collaborating alongside colleagues in operations, technology and other business functions.
• Taking ownership of requests from initial enquiry through to successful resolution.

How this opportunity is different

This role provides a chance to develop expertise within a global organization where collaboration, learning and continuous improvement are highly valued.

You will gain exposure to both customer support and operational processes while working with colleagues across multiple teams and locations. The role provides ongoing opportunities to broaden your skills, build your career and play a part in delivering a high-quality service experience.

You will join an encouraging environment that fosters collaboration, professional development and teamwork, while giving you the chance to create a meaningful impact every day.

Skills and experience that will lead to success

• Experience in technical support, application support, service desk, customer operations or a similar support environment.
• Strong problem-solving skills and the ability to investigate issues before a customer concern arises.
• Excellent written and verbal communication skills with a customer-focused approach.
• Ability to handle challenging priorities while working within agreed service levels.
• Good attention to detail, ownership approach and dedication to handling information responsibly.
• Willingness and ability to work within a shift-based schedule, including potential weekend coverage, as required by the global support model. Shift patterns will be communicated during the recruitment process.

Experience working with ticketing systems, service management processes, global support environments or additional language capabilities would be an advantage but is not crucial.

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