Technical Support Specialist

Ascendion; Kraków; On-site; PLN 70,000 - 100,000; Full time

Job summary

Ascendion Kraków is seeking a Technical Support Specialist to join our Video Division, supporting video surveillance and security solutions used by customers worldwide.

You will troubleshoot complex hardware, software, networking, and system issues across phone, email, chat, and remote support, delivering an excellent customer experience and collaborating with regional teams.

Qualifications

• 2+ years of technical customer support experience.
• Strong experience troubleshooting hardware and software.
• Good understanding of networking and IT concepts.

Responsibilities

• Troubleshoot hardware, software, system, and network issues remotely.
• Diagnose and resolve customer technical issues and escalate complex cases when required.
• Document technical information and solutions in CRM/case management systems.
• Manage customer calls, tickets, emails, chats, repairs, and escalations.
• Collaborate with regional and global technical support teams.
• Keep customers informed and effectively manage expectations.
• Provide after-hours and weekend emergency support when required.
• Continuously learn new technologies, products, and troubleshooting techniques.

Skills

Technical support experience

Hardware troubleshooting

Software troubleshooting

Networking concepts

Time management

Problem solving

Job description

We’re looking for a Technical Support Specialist to join Video Division and support innovative video surveillance and security solutions used by customers globally.

In this role, you’ll troubleshoot complex hardware, software, networking, and system issues, while providing an exceptional customer experience across phone, email, chat, and remote support.

What you’ll do

• Troubleshoot hardware, software, system, and network issues remotely
• Diagnose and resolve customer technical issues and escale complex cases when required
• Document technical information and solutions in CRM/case management systems
• Manage customer calls, tickets, emails, chats, repairs, and escalations
• Collaborate with regional and global technical support teams
• Keep customers informed and effectively manage expectations
• Provide after-hours and weekend emergency support when required
• Continuously learn new technologies, products, and troubleshooting techniques

What we’re looking for

• 2+ years of technical customer support experience
• Strong experience troubleshooting hardware and software
• Experience with installation, configuration, and technical troubleshooting
• Good understanding of networking and IT concepts
• Excellent problem-solving and time-management skills