Customer Support Specialist - French & English Speaker

Your Title: Customer Support Specialist - French & English Speaker

Job Location: Kraków, Poland

Our Department: Customer Success

About the Role

As a Helpdesk Support Specialist, you'll serve as the single point of contact for all customer support requests and incidents for our Central European customers. This position is ideal for someone who combines excellent customer service skills with technical aptitude and follows ITIL framework standards to ensure consistent, high-quality support delivery.

Your primary focus will be on incident management, service request fulfillment, and providing users with clear guidance on software usage while adhering to established Service Level Agreements (SLAs). You will be the cornerstone of our service desk, maintaining our reputation for responsive, efficient, and professional IT support.

This role is focused on the support of our software solutions for the Forestry industry.

What You'll Do

• Be the First Point of Contact: You'll handle all customer inquiries and support requests via email, phone, and our customer portal, acting as a critical link between our users and the rest of our team.

• Solve Problems: You'll use your troubleshooting skills and our knowledge base to solve issues quickly, aiming for a high rate of first-contact resolution. For more complex problems, you'll escalate them to our expert teams, ensuring all the details are perfectly documented.

• Keep Everyone Informed: You'll provide clear, regular updates to customers so they always know the status of their requests.

• Contribute to Our Success: You'll help us build and improve our processes by documenting common issues and solutions, and your voice will be heard when suggesting new ways to enhance our support.

• Master the Tools: You'll use industry-standard tools like Salesforce and Jira to manage tickets and maintain excellent service levels.

What We're Looking For:

• Fluent in English & French: Your verbal and written communication skills in both languages are at a B2 level or higher. If you also have a good command of German, that's a huge plus!

• Customer-Focused: You have a genuine passion for providing excellent support and can adapt your communication style to talk to anyone—from a non-technical user to a highly specialized engineer. You know how to make a customer feel heard and understood.

• A Natural Problem-Solver: You're comfortable with basic IT troubleshooting across Windows, macOS, and web applications. You thrive on finding solutions and can stay calm and composed under pressure.

• Organized and Efficient: You can juggle multiple priorities, manage your time effectively, and maintain a sense of urgency when it matters most.

• Team Player: You're excited to contribute to our team and our knowledge base, always looking for ways to improve our service delivery.

• Tech-Savvy: You're ready to embrace and learn new technologies, including the use of Generative AI to make your work even more effective.

Job Location

Hybrid at our office in Kraków, Poland.

About Our Company

Based at our offices in Kraków, Poland, you will enjoy working for an innovative and global company, amongst a great team environment where people love working with leading technology solutions.

At Trimble, you'll find the inspiration and opportunity to be yourself and thrive. Our global community is passionate about bringing new ideas and innovations to life and building a better, more sustainable future.

Please Note: Only applicants who are legally entitled to work in the EU will be considered.

Our Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

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