L1 Support Analyst with Polish

Logoslabs; San Francisco (CA); Remote; USD 9,300 - 15,000; Full time

Benefits offered by this job

Remote options

Career growth

Health insurance

Job summary

FORM is seeking a Customer Support Analyst/Representative to join our team in Krakow. You will respond to customer inquiries, troubleshoot issues, and document defects while collaborating with Product and Sales teams.

Fluent English and intermediate Polish are required, with 1+ year of experience in customer support. Remote or hybrid work from Krakow is available, along with health insurance, equipment, and growth opportunities.

Qualifications

• Advanced English and Polish language skills are required.
• 1+ year of experience in a Customer Support Analyst/Representative role.
• Excellent communication and problem-solving abilities.
• Ability to multitask and prioritize issues.
• Experience handling customer inquiries and complaints.
• Knowledge of common software (MS Office).
• Familiarity with help desk tools (Zendesk, WebEx, Zoom) and remote support.

Responsibilities

• Respond to customer queries via chat, email, or phone.
• Identify needs and troubleshoot with customers on usage cases.
• Document and report product defects with detailed scenarios.
• Update internal databases with issue information and discussions.
• Escalate complex technical issues to relevant teams.
• Provide training to new customers.
• Share feedback and workarounds with Product, Sales, and Marketing.
• Follow up to ensure issue resolution and gather customer feedback.

Skills

English (Advanced)

Polish (Intermediate)

Customer support experience (1+ year)

Multitasking & prioritization

Communication & problem-solving

MS Office Suite proficiency

Client-server understanding

Tools

Zendesk

Zendesk, GotoMeeting, WebEx, Zoom

Job description

About FORM

FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.

Responsibilities:

• Respond to incoming customer queries via chat, email, or phone.

• Identify customer needs and help customers troubleshoot and consult on specific use cases or issues.

• Replicate, analyze, and document/report product defects (for example, by testing different scenarios or impersonating users).

• Update our internal databases with information about technical issues and useful discussions with customers.

• Identify when issues require further escalation and engage with technical teams for technical issue resolution.

• Provide training to new customers.

• Share feature requests and effective workarounds with team members.

• Follow up with customers to ensure that their technical issues are resolved.

• Gather customer feedback and share with our Product, Sales, and Marketing teams.

• Work hours: Shifts from Monday to Friday, covering the following time slots (Warsaw time): 9:00 AM – 5:00 PM, 1:00 PM – 9:00 PM, 4:00 PM – 12:00 AM, and 12:00 AM – 8:00 AM. Shifts rotate weekly.

Requirements:

• Advanced English (Speaking and Writing).

• Intermediate Polish (Speaking and Writing).

• From 1 year of experience in Customer Support Analyst\Representative position.

• Excellent communication and problem-solving skills.

• Ability to multitask and prioritize issues.

• Experience in handling issues and or customer complaints.

• Experience using common software (MS Office Suite — Word, Excel, Outlook).

• Basic understanding of client-server applications work.

• Knowledge of the help desk software and remote support tools (i.e. Zendesk, GotoMeeting, WebEx, Zoom).

• Ability to handle Client escalations and act as a main communication point with Clients.

Beneficial would be:

• Experience in working with browser development tools: Chrome DevTool, Firebug.

• Experience working with offshore technical teams.

• Experience in B2B Clients and Enterprise solutions support.

• Experience in writing test documentation: checklists, bug reports, test cases.

• Basic knowledge of CSS/HTML.

• Basic knowledge of API.

• Knowledge of Ukrainian will be considered as a plus, but is not mandatory.

We Offer:

• Challenging and exciting work.

• A friendly and professional team of enthusiasts.

• Competitive salary.

• Work equipment.

• Paid time off, sick leaves, and public holidays.

• Health insurance with Lux Med.

• Full remote or hybrid work from our cozy office in Krakow.

• Opportunities for career growth.