Contract of Employment, Hybrid from Warsaw

Your new role

We are seeking a dynamic and customer-focused Support Specialist to join our Technology Solutions team. The successful candidate will serve as the primary contact for users requiring assistance with our SaaS-based Order Management System (OMS), ensuring seamless operations and minimal disruptions. This position involves addressing support requests and handling system administration and configuration tasks. As a Support Specialist, you will be crucial in troubleshooting and escalating complex issues to higher support levels when necessary.

• Address incoming requests via the ticketing system, ensuring prompt and professional resolution of issues for both internal users and suppliers.

• Diagnose and resolve user issues related to system access, functionality, and data integrity; make basic system configuration changes as needed.

• Track and document incidents, categorize and prioritize tickets according to SLAs and business impact, and escalate complex issues to the Service Delivery Manager as necessary.

• Provide guidance on best practices, features, and workflows; help develop support documentation, FAQs, and self-help resources.

• Collaborate with the Business Change team to onboard new clients to the system, performing administrative and configuration tasks as part of the broader client onboarding plan.

• Assist with routine system maintenance and updates, including user account administration, permissions management, and minor configuration adjustments.

• Conduct system checks to ensure optimal performance and proactively identify potential issues or areas for improvement.

• Work closely with second-line support, product, and development teams to ensure seamless handoff of unresolved issues.

What you'll need to succeed

• Minimum of 2 years in a customer support or helpdesk position, preferably within a SaaS environment or technology support context.
• Fundamental understanding of SaaS systems, databases, and order management processes.
• Proficiency with ticketing systems, troubleshooting methods, and basic system configuration.
• English at advanced level required
• Excellent written and verbal communication skills, with the ability to convey complex information in a clear and understandable manner for end-users.
• Strong analytical skills and a proactive approach to troubleshooting and resolving issues.
• Proven track record of delivering outstanding customer service and effectively managing user expectations.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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.