Technical Support & Vendor Governance (Customer Support Specialist)

ZF Group

Warszawa

Hybrid

PLN 120,000 - 180,000

Full time

4 days ago

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Benefits offered by this job

Flexible working hours

Hybrid mode

Private medical care (Lux Med)

Life insurance

Annual bonus

Multisport Card

Cafeteria System

Job summary

ZF Group in Warsaw is seeking a Technical Support & Vendor Governance (Customer Support Specialist) to optimize the customer support function, drive satisfaction, and improve service delivery. You will collaborate with external providers and the internal team to oversee daily operations and escalate issues when needed.

Requirements include a Bachelor’s degree and 3–5+ years in customer support, knowledge of SaaS platforms and ticketing tools, plus familiarity with automotive diagnostics and

Qualifications

Bachelor’s degree in Business, Communications, or related field.
3–5+ years of experience in customer support.
SaaS platform understanding of cloud-based systems and ticketing systems.
Familiar with OBD-II protocols and diagnostic tools.
Experience with workshop management software and CRM/billing integrations.
Basic networking and Wi‑Fi/Bluetooth troubleshooting.
Effective communication and collaborative feedback with product owners.

Responsibilities

Manage relationships with external service providers and resolve inquiries.
Monitor CSAT, NPS, and identify pain points to improve metrics.
Train and coach support team members for customer-first service.
Optimize support tools and systems for efficiency and quality.
Oversee multi-channel support: email, chat, phone with SLA adherence.
Maintain high service quality and meet SLA targets.
Handle escalated and complex customer issues with urgency and empathy.
Generate support performance reports for data-driven decisions.
Maintain up-to-date documentation and knowledge bases.
Provide customer insights to product and service teams.
Ensure seamless CRM use to support operations.

Skills

SaaS knowledge

Ticketing systems

Automotive diagnostics

Workshop management software

Networking basics

Communication & collaboration

Education

Bachelor's degree in Business/Communications

Tools

Zendesk

Freshdesk

Jira Service Management

Workshop software

CRM integration

Job description

Job description:

The Technical Support & Vendor Governance (Customer Support Specialist) is in charge for optimizing the customer support function, ensuring high levels of customer satisfaction, team performance, and operational excellence. This role supports and collaborates with external support agents and the team leader to foster a strong collaboration, oversees daily operations, resolves escalated issues, drives improvements in service delivery and helps creating synergies between offshore team and local sales reps.

Your tasks as Technical Support & Vendor Governance (Customer Support Specialist):

Manage relationships with external service providers, addressing inquiries and resolving issues promptly.
Monitor and improve key customer experience metrics (e.g., CSAT, NPS), proactively identifying and resolving pain points.
Train and coach support team members, promoting a customer-first mindset and service excellence.
Continuously optimize support tools and systems to enhance operational efficiency and service quality.
Oversee multi-channel support operations (email, chat, phone), ensuring timely responses and adherence to SLAs and KPIs.
Uphold high standards of service quality, ensuring the team consistently meets or exceeds SLA targets.
Handle escalated and complex customer issues with urgency, empathy, and effective resolution.
Generate and interpret support performance reports to inform data-driven decision-making and process improvements.
Maintain up-to-date documentation, procedures, and knowledge bases.
Provide actionable customer insights to internal teams to support product and service enhancements.
Ensure seamless use and integration of CRM systems to support customer support operations.

Your profile as Technical Support & Vendor Governance (Customer Support Specialist):

Bachelor’s degree in Business, Communications, or related field
3–5+ years of experience in customer support
SaaS Platform : Understanding of cloud-based systems (e.g., user management, subscription models). Familiar with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management).
Automotive Diagnostics Knowledge: Familiarity with OBD-II protocols and diagnostic tools. Understanding of vehicle systems (e.g., ECU, CAN bus, sensors).
Workshop Management Software Knowledge: Experience with or knowledge of workshop software (service scheduling, inventory, invoicing). Understanding of integrations with parts suppliers, CRM, and billing systems.
Basic Networking & Connectivity Troubleshooting: Wi-Fi/Bluetooth connectivity troubleshooting for diagnostic tools.
Communication, feedback and collaboration: understand, communicate, constructive feedback with PO’s

Why join ZF in Warsaw?

You will work in an open and transparent corporate culture where ownership, accountability, diversity, and respect are important values. Our employees are passionate about their jobs and believe that team spirit and fun are at the heart of our success. We foster an environment with healthy self-reflection and continuous improvement, where outside ideas are genuinely valued, and every team member can influence decisions and question current norms. In this stimulating, fast-growing, and challenging environment, we offer you: