Technical Support Specialist with French (m/f/d)

PPG Industries; Wrocław; Hybrid; PLN 40,000 - 68,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

PPG Global Business Services in Wrocław is seeking a Technical Support Specialist to be the main contact for customers across phone, email, chat and social channels, handling Level 1–2 inquiries and delivering timely solutions.

You will collaborate with cross‑functional teams, maintain knowledge bases, and ensure SLAs while supporting onboarding and knowledge sharing. The role is hybrid (3 days in the office) with emphasis on English and French communication.

Qualifications

• Experience in customer service or helpdesk.
• Fluent in English and French.
• Strong troubleshooting skills.
• Familiarity with CRM or ticketing systems.
• Proficient in MS Office.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide professional support to customers through phone, email, chat, messaging platforms, and social media channels.
• Troubleshoot and resolve Level 1 and Level 2 customer inquiries, identifying root causes and delivering effective solutions.
• Escalate complex technical issues to appropriate support teams while maintaining ownership of customer communication.
• Serve as a subject matter expert for customer support processes, tools, and digital channels.
• Collaborate with Customer Service, Digital, Operations, and Technical teams to resolve customer issues efficiently.
• Utilize CRM and ticketing systems to document, track, and manage customer requests.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and self-service resources.
• Analyze customer feedback and identify opportunities to improve processes and customer experience.
• Support onboarding, training, and knowledge-sharing activities within the team.
• Ensure compliance with service level agreements (SLAs), quality standards, and established processes.

Skills

English & French

Customer service

Troubleshooting

CRM systems

Microsoft Office

Communication skills

Multitasking

Team collaboration

Tools

Salesforce

ServiceNow

SAP

Job description

At PPG Global Business Services , we provide high-quality support to PPG teams and customers across Europe. Our culture is built on continuous improvement, collaboration, and delivering exceptional customer and employee experiences.

As a Technical Support Specialist , you will serve as a key point of contact for customers across multiple digital channels. You will handle complex Level 1 and Level 2 support cases, provide technical guidance, and collaborate closely with cross-functional teams to ensure timely issue resolution. In addition, you will act as a subject matter expert, supporting knowledge sharing and helping drive service excellence across the team.

Location: Curie-Skłodowskiej 12, Wrocław (Nobilis Business House)
Work Model: Hybrid (3 days per week in the office)

What You Will Do

• Provide professional support to customers through phone, email, chat, messaging platforms, and social media channels.
• Troubleshoot and resolve Level 1 and Level 2 customer inquiries, identifying root causes and delivering effective solutions.
• Escalate complex technical issues to appropriate support teams while maintaining ownership of customer communication.
• Serve as a subject matter expert for customer support processes, tools, and digital channels.
• Collaborate with Customer Service, Digital, Operations, and Technical teams to resolve customer issues efficiently.
• Utilize CRM and ticketing systems to document, track, and manage customer requests.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and self-service resources.
• Analyze customer feedback and identify opportunities to improve processes and customer experience.
• Support onboarding, training, and knowledge-sharing activities within the team.
• Ensure compliance with service level agreements (SLAs), quality standards, and established processes.

What We Are Looking For

• Fluent English and French language skills (written and spoken).
• Previous experience in customer service, technical support, helpdesk, or a related support environment.
• Strong troubleshooting and problem-solving abilities.
• Experience working with CRM, ticketing, or customer support systems.
• Good knowledge of Microsoft Office applications.
• Excellent communication and interpersonal skills.
• Customer-focused mindset with a proactive and solution-oriented approach.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.
• Strong collaboration skills and ability to work effectively within an international team.

Nice to Have

• Experience supporting digital platforms or business applications.
• Familiarity with Salesforce, SAP, ServiceNow, or similar systems.
• Experience coaching, mentoring, or sharing knowledge within a team environment.

How we work: At PPG, we bring teams together to accelerate collaboration and career development, with in-person work Monday through Thursday and the opportunity to work remotely on Flexible Fridays. Schedules may vary by location.

About us:

PPG: WE PROTECT AND BEAUTIFY THE WORLD ®

Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways thandoes any other company. To learn more, visit www.ppg.com and follow @PPG onX.

The PPG Way 2030

We are customer champions

Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, movefastanddon’tstop until we solve their biggest challenges. When our customers win, we all grow.

We act with purpose and speed

Agile. Data-driven. Empowered. We take smart risks to stay ahead of the competition. We work proactively with agility, using quality data to develop solutions that create value.

We are excellentoperators

Productive. Collaborative. Accountable. No matter our role, weidentifyproblems, takeownershipand always bring solutions. We are both proactive and responsive to drive continuous improvement and deliver results. We support ourfrontline,the faces of PPG to our customers.

We compete to win

Future-focused. Driven. Ambitious. We are passionate about growing our business and winning with our customers. We deliver results, embrace newtechnologiesand leverage agility and speed as strengths.

We are PPG proud

Strong. United. Passionate. We work safely, act withintegrityand value our diverse perspectives. We celebrate achievements and take pride in the positive impact we create together to protect and beautify the world.

At PPG we use AI in the hiring process to make the process more efficient. AI tools do not make hiring decisions. You can learn more by going to https://careers.ppg.com/us/en/candidate-resources.

PPGprovidesequal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, genderidentityor expression.

If you need an adjustment due to a disability, please email [e-mail].

PPG pay ranges and benefits can vary bylocation which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurancecoveragesand benefits will bein accordance withthe terms and conditions of the applicable plans and associated governing plan documents.Benefits will be discussed with you by your recruiter during the hiring process.

PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process,so that we can do better today than yesterday.