Customer Support Specialist

Piwik PRO provides advanced solutions for marketers (web analytics and content personalization for web and mobile) tailored to the individual needs of enterprise clients. We develop and maintain infrastructure able to handle up to 1000 requests per second, process terabytes of data and focus on ensuring the high availability. Our main products are deployed both on-premises (self-hosted, PaaS) and in the cloud (SaaS). Each adheres to the strictest privacy and security regulations while ensuring our clients full data ownership.

We’re looking for a person to join the Service Delivery team and be the 1st point of contact for our customers. If you are eager to learn about our product (Piwik PRO Analytics Suite), technical jargon doesn’t make you dizzy, and success in solving customer issues feels like something that may drive you in your daily activities and keep you motivated, there is a pretty big chance this offer is tailored for you!

You will take care of:

  • Answering product and technical questions via support portal, chat (frequently), teleconferences (rarely) and guiding customers through the features of Piwik PRO product
  • Describing in detail & handing over complex issues reported by customers to the dedicated technical teams
  • Working closely with developers and system administrators to ensure that customer issues are solved on time
  • Contributing to the product knowledge base and help center

To succeed in this role you need:

  • Fluent command of English (at least C1 in writing – we won’t accept anything lower), and confidence in handling formal conversations
  • Open mind, great communication and multi-tasking skills
  • Have fun helping others
  • Be Internet savvy, able to learn quickly, and acquire technical knowledge

Nice to have:

  • Experience using web-analytics tools
  • Acquaintance with web technologies, especially JavaScript and HTML
  • Experience working with corporate clients, ideally in the tech related context

What we can offer:

  • Great opportunity to enter the IT world and get to know the nooks and crannies of Piwik PRO Analytics Suite – globally present analytics platform used by enterprise-scale companies and institutions
  • Flexible cooperation
  • Salary of 3000-4000 PLN net on a VAT invoiced B2B contract
  • Onboarding program
  • Development tools package with a resource library, English classes, regular events with lectures given by our colleagues, and knowledge-sharing (tech and business) groups
  • Private health insurance
  • A lunch Card
  • MyBenefit program
  • Unforgettable parties and company retreats
  • Great office location and conditions
  • A completely unique work atmosphere – we really like to keep things informal!

Please don’t forget to include the following statement in your CV: “I agree to the processing of my personal data for the purposes of the recruitment process in accordance with Article 6(1)(a) of Regulation (EC) No. 2016/679 of the European Parliament and of the EU Council of 27 April 2016 on the protection of personal data and free movement of such data, repealing Directive 95/46/EC.”

Workplace

Wrocław

Salary

3000-4000 PLN net (B2B)