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Promethean

Technical Customer Support Representative

Wrocław , Poland
full-time

TLDR

Provide 1st and 2nd line support for Promethean's bespoke software and hardware, resolving customer inquiries and contributing to overall customer satisfaction.

A Technical Customer Support Representative (TCSR) provides 1st and 2nd line telephone, e-mail and chat technical support to a customer base supporting Promethean bespoke software and hardware. Working hours: 3:00 p.m.–11:00 p.m. (second shift, supporting the US market) Hybrid model: 1 day in the office, 4 days remote. Salary ranges: 65,100 - 89,400 PLN annually + annual bonus Job Duties and Responsibilities:
  • Problem solving with the customers to bring about a speedy resolution to their enquiries.
  • Handle a substantial number of customer calls/emails/chats resolved in timely manner and to and excellent level of customer satisfaction.
  • The maintenance of a detailed history on the Call Management System of all issues reported to customer support.
  • Achieve agreed targets (KPIs) and deliver excellent customer service.
  • Deciding how best to resolve a customer query, deciding which queries need to be escalated and working with the appropriate teams to resolution.
  • The development of allocated projects designed to raise efficiency within the department, and overall customer satisfaction.
    • Job Skills and Qualifications:
  • 2 – 3+ years helpdesk experience
  • Have good working knowledge of computer configurations and operating systems
  • Excellent time management and organizational skills,
  • Excellent communication skills
  • Excellent customer care skills
  • Previous knowledge of project work
  • Language Skills: Excellent English, written and verbal
  • Language Skills: Other languages spoken fluently - nice to have (not required)
    • Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.

    Our benefits include:
    · MultiSport Card
    · Private Medical Insurance with Dental/Vision Coverage
    In addition to paid annual leave plus public holidays, Promethean offers the following paid leave:
    · Birthday day off
    · Multicultural day off
    · Two Volunteering Days
    · Well-Being Programs (For example, company-wide health challenges)
    · Reward and Recognition Program
    · Fruity Tuesdays
    And more!
     Promethean

    Promethean is a global edtech company that specializes in interactive displays and software solutions, designed to enhance learning and collaboration for educators and innovators. With over 25 years of experience, we focus on empowering users through technology while also advocating for access in underserved communities.

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    Salary
    65 100 zł – 89 400 zł per year
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