Product Support Specialist

As a Product Support Specialist, you will be part of the Technical Services team whose responsibility is to drive customer experience and success with our Company’s products. You will accomplish this through timely and detailed responses, listening to customer needs and guiding them to the fullest use of the products we offer. We are looking for people with the right mix of compassion, writing skills, and technical knowledge to get the job done.

What will you own?

• Apply technical expertise and knowledge of company policies and procedures to investigate, troubleshoot, and resolve customer issues and answer software and account related questions
• Be a specialist in the Eiger software suite (including its administrative capabilities), in addition to the wide range of products and services the Company has to offer
• Engage in collaborative / cross-functional efforts to troubleshoot and make improvements on products and processes
• Develop relevant documentation to improve the support experience for our users
• Be an active member of a team that provides first class support via email and phone
• Initiate efforts to collaborate with other teams to improve the overall customer experience
• Any other duties as reasonably required

What you have:

• Bachelor's degree or equivalent experience in customer service industry
• Excellent writing and communication skills
• Adept skills in issue analysis and problem solving
• A strong sense of empathy, patience, and flexibility with a dynamic environment
• Both the ability and desire to learn new technologies
• Familiarity or experience with MacOS
• Previous experience with a ticketing system or CRM system (Salesforce, Zendesk, etc.) preferred
• Knowledge of one or more preferred: 3D Printing, Robotics, CAD, Cloud-based software, SaaS
• Ability to work independently and as part of a team
• Hybrid working with 3 days from our office in Krakow

Benefits Highlights for Krakow-based roles:

• Two additional days off (1 for your birthday + 1 extra day)
• Private medical care
• Health insurance
• MyBenefit
• Hybrid working model (3 days per week in our Krakow office)
• Employment contract (UoP)

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