Customer Support Specialist with French

Location: Kraków (hybrid model, 3 days per week from the office)
Employment Type: Employment Contract via Experis
Language Requirements: French & English
Salary: 7000 - 8750 PLN gross/month 
Business working hours

Join an international Product Support team and help deliver outstanding customer experience!

We are looking for a Customer Support Specialist with French to join a global Product Support & Customer Experience team. In this role, you will be the frontline connection between customers and technology, providing high-quality technical support and helping users get the most value from software solutions.
You will work closely with Product Support peers, Subject Matter Experts, Engineering and QA teams, as well as Product Support Team Leads and Managers, while developing your technical troubleshooting expertise in a collaborative and fast-paced environment.

What will you do?

• Provide support to customers via calls, chats, and support cases

• Follow assigned schedules and maintain availability in Salesforce Omni during designated support coverage periods

• Triage and resolve inbound support cases while ensuring accurate documentation and categorization

• Prioritize live chat and call responsiveness to deliver an excellent customer experience

• Monitor pending cases and perform follow-ups to meet service level targets

• Escalate bugs, technical issues, and blockers using established processes and tools, including JIRA

• Identify customer trends, feedback, and tool improvement opportunities and share insights with leadership and internal stakeholders

• Collaborate with Product Support peers, Subject Matter Experts, Engineering, and QA teams

• Participate in team knowledge-sharing activities and coaching sessions

• Participate in User Acceptance Testing (UAT) and process improvement initiatives

Who are we looking for?

• Fluent French and English language skills

• 1-3 years of technical troubleshooting experience in a B2B or B2C environment

• Minimum 1 year of software support experience

• At least 1 year of recent hands-on experience with relational databases, particularly SQL Server

• Ability to quickly learn new technologies and confidently explain technical concepts to customers

• Familiarity with Salesforce, Assembled, JIRA, Slack and Zoom

• Proven ability to meet or exceed support KPIs, including CSAT, First Response Time (FRT), QA, KCS and Productivity metrics

• Excellent communication and customer service skills

• Empathy, active listening skills and a customer-first approach

• Strong attention to detail, ownership and problem-solving mindset

• Ability to take ownership of ticket backlog management and support outcomes

• Ability to work effectively in a dynamic, fast-paced and customer-focused environment

• Curiosity, willingness to learn and openness to feedback and coaching

What do we offer?

• Opportunity to work in an international environment supporting global customers

• Collaboration with Product Support, Engineering, QA teams and Subject Matter Experts

• Regular coaching sessions, feedback and peer learning opportunities

• Participation in process improvement and product development initiatives

• Benefits: Medicover Premium, MultiSport Plus, Group Insurance

Experis to światowy lider rekrutacji specjalistów i kadry zarządzającej w kluczowych obszarach IT. Z nami znajdziesz konkurencyjne oferty zatrudnienia oraz ciekawe projekty IT skierowane zarówno do ekspertów z wieloletnim doświadczeniem, jak i osób, które dopiero zaczynają swoją przygodę w branży IT.