Customer Service Agent - Call Center - Night Shift
Provides phone-based support for restaurant POS software, payment devices, and peripherals, troubleshooting client issues and escalating complex cases. The role requires fluent Polish, strong English, basic networking knowledge, and availability for a hybrid night shift in Kraków.
About the job
Responsibilities
- Provide primary phone-based customer support by handling inbound calls and resolving issues in real time.
- Troubleshoot common technical issues related to POS systems, payment devices, and peripherals.
- Guide clients through basic setup, updates, and everyday platform use.
- Accurately log interactions and actions in CRM and ticketing systems.
- Escalate complex cases to Tier 2 with clear documentation and context.
- Identify recurring issues and share insights to improve processes, products, and the knowledge base.
- Collaborate with Support, QA, and Training teams to improve service quality.
Requirements
- Availability for the night shift from 22:00 to 06:00 Poland time.
- Willingness to work weekends and public holidays.
- 1–3 years of professional experience in customer success, call center, or a related role.
- Fluent Polish and strong written and spoken English, including phone communication with native U.S. clients.
- Foundational troubleshooting and analytical skills for software and hardware environments.
- Basic understanding of connectivity and networking fundamentals, including Wi-Fi, IP configuration, and Bluetooth pairing.
- Customer-focused mindset with a commitment to resolving issues efficiently and accurately.
- Detail-oriented and organized, with the ability to manage multiple priorities.
- Adaptability to new technologies, evolving processes, and a fast-paced team environment.
Nice to Have
- Fluency in Spanish.
Work Arrangement
- Hybrid work model: 3 days per week in the Kraków office and 2 days remote after probation.
Compensation and Benefits
- Competitive pay of 6600–9800 PLN gross on a contract of employment, plus bonus.
- Fully paid private healthcare through LuxMed.
- Worksmile platform access with a monthly top-up.
- Subsidized meals and refreshments.
- Laptop and essential work equipment provided.
- Modern office space in the city center.
- Company library, social activities, referral program, and relocation package within Poland.
- Chill-out room with a PlayStation, free snacks, and beverages.
Skills
Pos Systems, Hardware Troubleshooting, Software Troubleshooting, CRM, Ticketing Systems, Wi-Fi, Ip Configuration, Bluetooth, Networking, Customer Support
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