Technical Support Specialist (2/963)

INFOLET SP. Z O.O.; Kraków; On-site; PLN 78,000 - 123,000; Full time

Benefits offered by this job

Relocation package

Medical care

Multisport card

Life insurance

Job summary

INFOLET SP. Z O.O. is seeking a Technical Support Specialist to join a global team handling critical customer issues across software, hardware, and integrated systems. You will troubleshoot, manage cases, and collaborate with regional teams to resolve complex technical incidents.

The role emphasizes customer-first support, documentation, and continuous learning in a fast-paced environment with after-hours coverage.

Qualifications

• Strong problem-solving and troubleshooting skills.
• Excellent time management and multitasking ability.
• Fluent English written and spoken.
• Ability to explain technical issues to customers with varying knowledge.
• Experience with installing, configuring and troubleshooting software/hardware.
• Ability to work independently and in a teamamid (on-call/weekend support).

Responsibilities

• Develop and maintain knowledge of the company’s software, hardware and security solutions, with a focus on video surveillance.
• Troubleshoot hardware, software and system issues via phone, chat, email and remote tools.
• Investigate and resolve incidents or escalate to appropriate teams.
• Document technical information in a case management system.
• Provide high-quality customer experience across support cases and escalations.
• Manage multiple support activities: calls, cases, live chat, emails, and repairs.
• Collaborate with regional/global teams to resolve issues.
• Communicate case status and solutions clearly to customers and stakeholders.
• Participate in on-call rotation, including after-hours and weekends.

Skills

Troubleshooting

Time management

Prioritization

English fluency

Customer support

Communication

Education

Technical degree

CCNA/MCSA/CompTIA A+

Tools

CRM / case management

Job description

Project

We are looking for a Technical Support Specialist to join a global technical support team responsible for resolving critical customer issues related to advanced software, hardware and integrated systems.

In this role, you will combine strong troubleshooting skills with a customer-first approach, supporting users across a diverse technology environment. You will investigate complex technical issues, manage cases from initial contact through resolution or escalation, and collaborate with regional and global teams.

If you enjoy solving technical problems, working directly with customers and continuously expanding your technical knowledge, this opportunity could be a great fit for you.

You will

• Develop and maintain strong knowledge of the company’s software, hardware and security solutions, with a particular focus on video surveillance products and technologies
• Troubleshoot hardware, software and system-related issues via phone, chat, email and remote support tools
• Investigate and resolve technical incidents or elevate them to appropriate teams when required
• Document software, hardware, network and troubleshooting information in a case management system
• Provide a high-quality customer experience throughout technical support cases and escalations
• Manage and prioritize multiple support activities, including inbound calls, existing cases, live chat, emails and repair requests
• Collaborate with regional and global technical support teams to ensure effective issue resolution
• Communicate case status, progress and solutions clearly to customers and internal stakeholders
• Participate in an on-call rotation, including after-hours and weekend emergency support
• Continuously develop your knowledge of new technologies, products and technical support practices

Must have

• Strong problem-solving and troubleshooting skills
• Good time management skills and the ability to prioritize multiple tasks
• Ability to provide timely updates and effectively manage customer expectations
• Fluent English, both written and spoken
• Ability to explain complex technical issues and solutions to customers with different levels of technical knowledge
• Ability to work independently as well as collaborate effectively within a team
• Ability to remain organized and communicate effectively while troubleshooting critical or complex issues
• Strong attention to detail and willingness to continuously learn new technologies
• Practical understanding of applying technical concepts to troubleshooting processes
• Experience installing, configuring and troubleshooting software and hardware

Nice to have

• Familiarity with video surveillance systems, IP cameras, ONVIF protocol or video streaming technologies
• 2+ years of experience in technical customer support environments such as:
  • video surveillance or access control
  • telecommunications
  • cloud software
  • enterprise hardware support
  • IT Helpdesk / Service Desk
• Technical Bachelor’s degree, diploma or equivalent educational background
• Technical certifications such as CCNA, MCSA, CompTIA A+ or similar
• At least 1 year of experience working with a CRM or case management platform
• Experience working in environments using Knowledge-Centered Service (KCS) methodology

Our offer

• Relocation package (4500 PLN total value), paid in three installments (1500 PLN per month) in case your permanent presence in the office is mandatory, and you need to relocate from another city.
• Benefits: Extended medical care (over 2000 medical facilities in Poland, 80 in Kraków) for you and your family; Multisport Benefit card; life insurance