Quality Analyst in Technical Support

Your Mission

You will be a great fit for our team if you’re passionate about troubleshooting, problem-solving, and taking ownership of your work. You will be utilizing your technical skills to help analyze and resolve some of the complex challenges our clients are facing, you will work with our internal teams to help ensure our client’s success, and you will learn about our products to become an expert.

About the team

In your Tellent journey, you will be joining a collaborative team that supports your growth and wants to see you progress in your career. At this moment our team consists of four agents and their lead, we are looking for two additional people to join us. We collaborate closely with the first line of support and QA seeking the best possible solution for our client’s issues. Transparency, independence, and engagement are important to us. We like to be organized with our workflows and agendas.

Your 12-month journey

During the first 3 months, you will get to know the team and our Tellent products (you will focus on KiwiHR and Javelo as they need your focus most) and all the internal workflows we use to keep our duties efficient.

Within 6 months, you’re becoming a better and better Technical support agent by investigating cases and resolving problems in chats.

After 1 year, you are an expert in resolving customer cases and looking for your field to settle in. We want to use your potential the best we can but also encourage you to explore other projects and help you grow even more.

What you’ll be doing

• Analyzing, diagnosing, and resolving software issues in application environments,
• Developing and maintaining a deep technical knowledge of our Tellent product suite,
• Effectively collaborating with engineers, support, and QA teams while investigating and educating each other,
• Developing, documenting, and publishing best practice methods and technical solutions (helping to build and maintain our Help Center),
• Proactively assisting customers and internal teams to avoid or reduce problem occurrences,
• Contacting customers on the first and second lines to help them with the complex cases to tackle (via chat, and calls).

What you’ll bring to the team

• Good written and verbal (English) communication skills
• An affinity for technology and eagerness to learn
• Ability to work independently
• A fresh eye and a great attitude
• Some positive energy
• Your engagement in problem-solving and developing processes
• Experience of working in support or tech support teams in technology is a big plus

Why Tellent 💜:

• Great offices and locations in Poznań and Wrocław OR the possibility to work fully remotely from Poland
• Working within an international, friendly team that truly values your contribution
• Brilliant culture and informal, come-as-you-are dress code
• Salary in the range of: 5.500 - 7.000 PLN gross and 26 paid holiday days on employee contract + 2 well-being days in 2024
• €1000 of training budget per year to keep you sharp and in tune with trends
• €500 travel budget to visit your colleagues in other offices
• €200 home office budget + work from home allowance
• Work from anywhere for 4 weeks/year
• MacBook + displays, alongside all the tools you need to succeed
• Travel reimbursement, and Wellness perks
• Fitness card (Multisport)
• Private health care (LuxMed)