it customer service specialist, lublin

lublin, lubelskie
job type
6,000 - 7,000 PLN / M-C
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job details

lublin, lubelskie
experience level
powyżej 24 miesięcy
6,000 - 7,000 PLN / M-C

job type
job category
Information Technology
contract type
umowa o pracę
working time
pełen etat
work system


dagmara pochylczuk+48 695951787
reference number
/231/11/2020/DP - 66605

job description

For our client - specialist provider of technology-enabled, Trial Master File (TMF & eTMF) document management solutions - we're looking for a customer service professional who is familiar with supporting technical products in a frontline role.

what we offer

  • 6000 - 7000 0PLN gross/month
  • remote work
  • work between 2 pm -10 pm PL time (to cover US working time)
  • regular performance reviews to help you to achieve your career development goals
  • competitive base salary and flexible working arrangements
  • good atmosphere at work with highly motivated and integrated team
  • great benefits (MyBenefit, private healthcare, Spanish language training, pension and life assurance)
  • employment in an international company with offices in the UK, US, Germany and India

your tasks

  • Providing 1st line guidance and support for our inhouse developed systems and other hosted software, both to internal and external customers
  • Being a key point of contact for communication with colleagues & customers and build trust to enhance relations, ensuring comms are appropriate, positive and timely
  • Identifying and resolving incidents within defined SLAs and to customer satisfaction. Replicate behaviour & build supporting evidence in service desk to either resolve & respond or escalate
  • Reducing the number of tickets to targeted levels through reporting & root cause analysis
  • Supporting Hypercare programs to monitor new software releases, patches & upgrades
  • Utilising and maintaining systems – including Service Desk & Knowledge Base software ensuring appropriate information is correctly captured and shared in a timely manner
  • Patiently and clearly guide users through systems
  • Maintain the highest standards of customer service, quality and professionalism with customers and co-workers
  • Knowing our products inside and out, from both a user and administrator perspective and apply yourself to learn new technologies as they are introduced

what we expect

  • Strong skills in supporting technical products in a frontline role is essential
  • Minimum of 1,5 years experience working in a customer service or customer support role
  • Previous experience working within a healthcare/software development environment would be preferred
  • Experience of Service Desk systems, ITIL, DevOps & eTMF would be advantageous
  • Excellent verbal and written communication skills in English
  • A process driven approach & ‘can do’ attitude
  • Skills to transfer knowledge and guide customers
  • Excellent prioritisation skills and able to work in a calm manner
  • Ability to quickly learn and communicate technical information

Agencja zatrudnienia – nr wpisu 47