This role is offered on a remote basis from Poznan office (or Poland) on full time employment basis. We speak in English at work, so it's important that you have a good level of English language.
Your Mission
As a Support Specialist, you will be responsible for helping our English-speaking customers understand the Talent Management Suite, that enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, Human Resources Information System, and Performance Management Software – all in one place, by answering questions and solving problems as they arise.
Our support team plays a vital role in our organization's success as the support agents are constantly in touch with our beloved customers. We take pride in our CSAT (customer satisfaction score) score of 97% which is a good indicator of how big of an impact you can have as a Support Specialist. Successful team members are fast learners, team players and are obsessed with giving our customers the best customer service possible with prompt replies and solutions that work.
About the Team
We are a growing team of 20 Customer Support Specialists across Amsterdam, New York, Paris and Poland offices and our mission is to assist, educate, troubleshoot, and go above and beyond to resolve customer and platform problems.
The team works closely together on a daily basis and supports each other no matter the difficulty of the customer requests. Weekly team meetings, as well as regional meetings, allow for open communication and great team bonding.
Your 12-month journey
The first 3 months you will spend focusing on learning everything there is to know about Tellent: understand the products, our processes, the teams, the customers, and more. You will be working closely together with the other team members and have answered your first customer questions and solved a few problems.
After 3 months, you will have taken responsibility for the care of our English speaking & ROW customers, taken further steps in understanding inbound support requests, and started to learn even more about the software.
After 1 year, you will know the Talent Management Suite inside out, you’ll be the real product advocate and nurture our users with efficient resolutions to their inquiries.
What you’ll do:
- Provide friendly, precise 1st line support via our ticketing system (we use Intercom), chats, and over the phone from 11 AM to 8 PM CET
- Be responsible for the care of our English speaking customers, resolving issues, answering questions, and listening to their feedback
- Know Tellent inside out; you’ll know the product better than anybody and serve as the voice of the customer; they will also be the internal product referent and work closely with other customer-facing departments (sales, customer success)
- Work on side projects (Help Center, Internal Knowledge Base) to develop yourself, the support team, and the whole company
- Automatically gain a seat on the product team, providing feedback to ultimately make us the best software around!
What you'll bring to the team:
- ~1 year of experience in a customer care/client-facing role
- Fluent English language skills
- You will be working closely with our technical team, so possessing strong technical skills is highly advantageous
- Strong interpersonal skills and a passion for consistently providing a great customer experience
- Experience in troubleshooting tech issues and replying with information in an understandable way to customers.
- A customer-centric approach: you turn towards customers with empathy and are understanding of their problems
- A team player & collaborative attitude: you put the team's success before your own interest and you like working on projects with various departments
- A curiosity-driven mindset: you are keen to learn and understand more about the teams, products, and customers
- Great listening skills: you can turn customers' feedback into product improvement suggestions
- Adaptability: you are open to learning new things and are comfortable being in an environment where a lot of experimenting takes place
- Eagerness to develop: you're receptive to constructive feedback and you are keen to advance your skills
Requirements
Why Tellent 💜
Great offices and locations in Poznań and Wrocław OR the possibility to work fully remotely from Poland
Working within an international, friendly team that truly values your contribution
Brilliant culture and informal, come-as-you-are dress code
Salary in the range of: 5.000 - 6.500 PLN gross and 26 paid holiday days on employee contract + 2 well-being days in 2024
€1000 of training budget per year to keep you sharp and in tune with trends
€500 travel budget to visit your colleagues in Amsterdam
€200 home office budget + work from home allowance
Work from anywhere for 4 weeks/year
MacBook + displays, alongside all the tools you need to succeed
Travel reimbursement, and Wellness perks
Fitness card (Multisport)
Private health care (LuxMed)
Have we caught your attention? ⚡️
If you’d like to be part of this incredible journey, please apply directly - we're looking forward to speaking to you!
Tellent is an Equal Opportunity Employer. We celebrate diversity and welcome applications from underrepresented groups and encourage people of all backgrounds to apply. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, neurodiversity, or status as an individual with a disability.
Poland
