Customer Support Specialist

Hays IT Contracting is a cooperation based on B2B rules. We connect IT specialists with the most interesting, technological projects on the market.

Join the group of 500 satisfied Contractors working for Hays’ clients!

For our Client we are currently looking for Candidates for the position of:

Customer Support Specialist

Location: Cracow

Job type: B2B (with Hays Poland)

Length: long-term cooperation, after the initial one-year assignment, further extension is possible

Rate: 50-60 PLN/h net on B2B

Start date: January 2025

Work model: Hybrid/ First quarter fully in the office in Cracow

Working hours: 9-17

Job Purpose:

• Acts as a technical expert on complex and specialist subject(s). 
• Supports management with the analysis, interpretation and application of complex information, contributing to the achievement of divisional and corporate goals. 
• Supports or leads projects by applying areas of expertise.
• The support team consists of 6 people covering 4 countries.

Technical requirements:

• Microsoft operating system, tools Office package, excel
• Firewalls
• Data communication 
• Windows, 
• Desktop side
• IT interest
• Configurations activity
• Internet technology
• Protocol
• API
• Outlook, teams,
• Data manipulation
• Understanding the ticketing system
• SLAs
• Customer Solutions Specialist

You are working with a team of professionals, providing solutions to customers for shipping, rating and tracking. 

You are working with the customer on online shipping solutions and integrated systems, you are consulting with the customer and their IT partners, you support the setup and troubleshoot when there is an issue.

What will you do:

• Have regular contact with customer users/management in English (and German desired). Customer contact phone/not inbound 
• Support peers within department and develop solutions together
• Deliver training to internal and external customers
• Initiate and lead projects, including cross functional projects
• Support customers during all phases of solution development
• Provide production support and troubleshooting 
• You will report to the Manager IT responsible for the region.

RESEARCH AND ANALYSIS

• Sources data and information from internal or external subject matter experts as required.
• Conducts systematic in-depth research and analysis into issues of varying complexity within area of technical specialism. 
• Initiates, defines, and leads the development and communication of effective reports to key stakeholders, including senior/executive management.

TECHNICAL EXPERTISE

• Develops and maintains expert knowledge in relevant Company principles, processes, tools, and best practices; current and forthcoming external requirements (can include International, Regional or Local regulations) and current/emerging market trends and practices within area of expertise. 
• Provides expert advice proactively and on request, which may include advising on appropriate solution for complex or unique issues. 
• Shares knowledge with peers and management.

CONTINUOUS IMPROVEMENT

• Develops, recommends, and executes tools and processes to assist in the achievement of goals within area of expertise. 
• Applies diverse but structured tools to achieve results or develop new or enhanced services.
• Develops and delivers training for internal customers or vendors within area of expertise as appropriate.

PLANNING

• Identifies and develops goals, which may include forecasts, relating to business initiatives and projects within remit in alignment with divisional and corporate goals. 
• Demonstrates understanding of factors influencing goal achievement communicates to key stakeholders and secures commitment. 
• May develop and present business or project plans to management. 
• Contributes to the review of business cases/plans.

PROCESSES AND PROCEDURES

• Designs process improvements, systems developments, or the implementation of best practice within area of expertise. 
• May be involved in supporting management in the completion of processes within area of expertise.

MAXIMISING OPPORTUNITIES

• Proactively identifies and analyses risks, opportunities and constraints within area of expertise.
• Evaluates and presents recommendations and actions, to support decision making by management.
• Leads and/or contributes to the implementation of actions to ensure results are realized.

PROJECT MANAGEMENT

• Leads projects and initiatives, which may be cross functional and involve internal and external experts.
• Completes post-implementation review to identify lessons learned and recommend corrective actions.

COMPLIANCE

• Ensures on-going compliance with defined Company processes and procedures, relevant legislation and external regulations, and predefined agreements. 
• May include review of policies or standards to ensure compliance or design of new policies/ standards if appropriate. 
• May complete department level audit and notifies management of any non-compliance issues as they arise.

ALIGNMENTS

• Builds and develops effective relationships with key stakeholders, including externally, to influence optimal business decisions. 
• May act as local point of contact for corporate level or represent the company in external organizations.
• The support team consists of 6 people covering 4 countries

What will you get:

• Long-term cooperation with the client implementing projects for the largest players in the banking, insurance, telco and more sectors
• Standard benefits - preferential rates for LuxMed and Multisport packages
• When you choose to work via Hays, you also get the opportunity to work for many of Hays' other leading clients in the future

What we expect from you:

• Min. 3 years of experience in a similar position
• Proficiency in Microsoft operating systems and Office package (especially Excel)
• Experience with firewalls and data communication
• Knowledge of Windows systems and internet technologies
• Ability to work with internet protocols and APIs
• Understanding of ticketing systems and SLAs
• Teamwork skills and openness to work in an international environment
• Very good command of spoken and written English (min. B2)

What would be a plus:

• Good command of spoken and written German (min. B2)

What will the recruitment process look like:

1. Your CV will be verified by Hays Recruiter
2. Recruiter will contact you by phone - a 15-minute conversation about the project and your experience
3. Technical conversation with the client - online meeting (1h)
4. Offer
5. Welcome to the project! 

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.