Position: Customer Support Specialist (Poland)
Company: Inuits
Category: Support
Experience required: 1y
English level: upper
Published: 2022-04-01T00:00:00+03:00

As a member of the Customer Support team you will handle complex and specialized support tickets and projects in the Support Portals:
- Support clients on the use of 1010data’s systems and reporting tools, maintaining a high level of client satisfaction;
- Handle customer tickets during customer business hours in order to provide end-users with high-level support experience;
- Escalate issues efficiently to Customer Engagement Analyst or Tech team when unable to resolve directly;
- Actively engage in knowledge sharing and collaboration, by creating/improving internal and customer-facing knowledge base articles;
- Become an expert on customers’ businesses and our retail clients’ data;
- Act as an advisor to product development teams on reporting tools and features;
- Act as a liaison between the client and the development teams in order to relay new feature requests, feedback, etc;
- Escalate to management and appropriate groups when recognizing at-risk accounts and critical issues.

You will be bringing:
- Successful experience of progressive support experience (3-year degree preferable);
- STEM Bachelor’s degree or significant experience in business analysis or statistics;
- Experience in a client-facing support role, utilizing multiple support channels, is highly preferred. CPG or retailer business analyst industry experience a plus;
- Demonstrated elite problem-solving and troubleshooting ability;
- Experience using BI tools or retailer’s supplier portals (MicroStrategy, Cognos, Palantir, etc) is a plus;
- Experience with XML, any database query language, or an understanding of the basics and structure of relational databases, is strongly preferred;
- The ability to communicate technical instructions/information in a professional, effective and concise manner to end users using fluent English;
- Ability to ask appropriate probing questions to determine the cause of issues;
- Ability to get an instant rapport with customers;
- Passion for solving real business problems with Big Data;
- Knowledge-Centered Service (KCS) experience is a plus;
- Ability to handle confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.

In exchange for your skills we offer:
- Friendly work atmosphere, in a young and international team;
- Dog-friendly office in the center of historical Kraków with an option to work remotely or hybrid;
- Attractive compensation and benefits incl MultiKafeteria, Generali, Luxmed,... ;
- Sport and other events, including, weekly running, squash, teamlunch;
- Free tea, coffee, and all-you-can-eat fruits in the office.

As the client is based in the US, our team normally starts at 01:00 PM (CET).
Remote position is possible only within GDPR zone.