Your Title: Customer Support Specialist - French & English Speaker
Job Location: Kraków, Poland
Our Department: Customer Success
About the Role
As a Helpdesk Support Specialist, you'll serve as the single point of contact for all customer support requests and incidents for our Central European customers. This position is ideal for someone who combines excellent customer service skills with technical aptitude and follows ITIL framework standards to ensure consistent, high-quality support delivery.
Your primary focus will be on incident management, service request fulfillment, and providing users with clear guidance on software usage while adhering to established Service Level Agreements (SLAs). You will be the cornerstone of our service desk, maintaining our reputation for responsive, efficient, and professional IT support.
This role is focused on the support of our software solutions for the Forestry industry.
What You Will Do
- Act as the single point of contact for all users, capturing and categorising incidents and service requests in our ticketing system. Requests will be received via email, customer portal or telephone.
- Prioritise tickets based on urgency and impact according to established SLAs.
- Perform basic troubleshooting and initial diagnostics to resolve incidents using known solutions from our knowledge base.
- Handle routine service requests such as password resets, access requests, and general software usage enquiries.
- Escalate more complex issues to higher-level support teams, ensuring all relevant information is properly documented.
- Maintain clear communication with users, providing regular updates on ticket status.
- Maximise first-contact resolution rates while maintaining high user satisfaction.
- Contribute to the knowledge base by documenting common issues and solutions.
- Ensure issues are reported from authorised sources and follow proper verification procedures.
- Act as voice of the customer, providing feedback to higher-level support teams when solutions are offered.
- Test and validate solutions offered by higher-level support teams to ensure customer issues are fixed before being handed back to the user.
- Recognise when requests are and are not within the scope of support, providing referrals to Trimble's professional services team when appropriate.
Who You Are
- Someone who builds Trust: You honour your word by doing what you say you are going to do. End-users and colleagues alike view you as reliable and dependable.
- Customer-centric: You have a genuine commitment to delivering exceptional customer service and understand that user satisfaction is paramount. Managing customer expectations is 'business as usual' for you.
- Implementation / Execution: You excel at multitasking, organising, and managing multiple priorities.
- Communication Skills: You can explain technical concepts in non-technical terms and maintain clear, professional communication with users of varying technical abilities. Conversely, you are able to communicate business scenarios accurately with our highly specialised, technical internal escalation resources.
- Timeliness: You understand the importance of prompt responses and updates within established SLA timeframes.
- Sense of urgency: You recognise critical issues and respond appropriately based on impact and urgency classifications.
- Active listening: You analyse user feedback effectively to streamline troubleshooting efforts and improve service delivery. You are empathetic and will ensure the customer feels understood.
- Adaptable: You adjust quickly to new situations and problems, maintaining composure under pressure.
- Process-oriented: You follow our processes consistently while looking for opportunities to improve service efficiency.
What Skills & Experience You Should Bring
- Possess a B2 level of fluency in English & French verbal and written communication skills, with German language being seen as advantageous.
- 2+ years of related experience in a helpdesk or IT support role.
- Experience in maintaining user satisfaction through clear communication, demonstrating an ability to speak the customer’s language and adapt one’s conversation style to a diverse customer audience.
- Experience with ITIL framework and ticket management systems, with experience using Salesforce and Jira being advantageous.
- Familiarity with Windows, macOS, web-apps, and basic network troubleshooting.
- Understanding of service desk functions within an ITIL framework.
- Ability to categorise and prioritise incidents based on impact and urgency.
- Experience in maintaining user satisfaction through clear communication, demonstrating an ability to speak the customer’s language and adapt one’s conversation style to a diverse customer audience.
- Understanding of knowledge-base documentation good practice.
- Demonstrate an appetite to adapt to the use of innovative technologies, including Generative AI (GenAI).
- A Bachelor's Degree in Information Technology is desirable, but not mandatory.
Job Location
Onsite or hybrid at our office in Kraków, Poland.
About Our Company
Based at our offices in Kraków, Poland, you will enjoy working for an innovative and global company, amongst a great team environment where people love working with leading technology solutions.
At Trimble, you'll find the inspiration and opportunity to be yourself and thrive. Our global community is passionate about bringing new ideas and innovations to life and building a better, more sustainable future.
Please Note: Only applicants who are legally entitled to work in the EU will be considered.
Our Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
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