Technical Customer Support Representative

Summary

Join Promethean as a Technical Customer Support Representative (TCSR) and provide first and second-line technical support to customers using Promethean software and hardware. You will solve customer problems, handle numerous calls, emails, and chats, maintain detailed records, and meet performance targets. The role involves escalating complex issues, developing projects to improve efficiency, and ensuring excellent customer service. This is a temporary contract position (July 1st - October 31st) based in Wroclaw, Poland, initially in the office and then remote, with a flexible schedule (3-11 pm). The position is open to students, and the expected hours range from 1500 to 2300. Promethean is an equal opportunity employer committed to diversity and inclusion.

Requirements

• Student status (must have)
• Have good working knowledge of computer configurations and operating systems
• Excellent time management and organizational skills
• Excellent communication skills
• Excellent customer care skills
• Language Skills: Excellent English, written and verbal

Responsibilities

• Problem solving with the customers to bring about a speedy resolution to their enquiries
• Handle a substantial number of customer calls/emails/chats resolved in timely manner and to and excellent level of customer satisfaction
• The maintenance of a detailed history on the Call Management System of all issues reported to customer support
• Achieve agreed targets (KPIs) and deliver excellent customer service
• Deciding how best to resolve a customer query, deciding which queries need to be escalated and working with the appropriate teams to resolution
• The development of allocated projects designed to raise efficiency within the department, and overall customer satisfaction

Preferred Qualifications

• Any helpdesk experience is welcome
• Previous knowledge of project work

Benefits

• Rate: 40 PLN/hour
• Our location: Wroclaw, Poland (presence in the office is mandatory on the start date, and then REMOTE work)
• Contract: civil contract (contract of mandate)
• Planned number of contractors: 5 (students)
• Lead time: July 1st - October 31st, between 3 to 11 p.m
• Expected number of hours: 1500hrs - 2300hrs