Customer Support Specialist with German
About The Position
SINGU is hiring a Customer Support Specialist to provide first- and second-level application support for its Facility Management platform. The role is the frontline contact for users, offering assistance through email, phone, and ticketing systems and providing clear guidance and practical next steps. The specialist troubleshoots technical issues, investigates root causes, coordinates resolutions, and works with Product and Development teams to address recurring problems and improve the platform. The role also involves creating and updating documentation, user guides, and knowledge base articles; helping onboard and train new users; and contributing to continuous improvement of platform processes. A major focus is supporting customer migrations between systems by guiding customers through the transition, running trainings and webinars, answering questions, and proactively resolving potential blockers. This is a hybrid position, with 2–3 days per week in the office in Cracow or Warsaw.
Requirements
- Fluency in spoken and written German and English is mandatory.
- Experience in application support, IT support, or a similar role.
- Strong analytical and problem-solving skills, including the ability to identify patterns and root causes.
- Excellent communication skills and a service-oriented mindset.
- Ability to work independently and in a structured way, with strong attention to detail.
Nice To Haves
- Experience running trainings, webinars, or onboarding sessions.
- Basic understanding of databases, APIs, or ticketing systems.
- Hands-on experience with Intercom, Zoho, or Jira.
- Experience in Facility Management or SaaS environments.
Responsibilities
- Provide first- and second-level application support for users of the Facility Management platform.
- Support users through email, phone, and ticketing systems, providing clear guidance and practical next steps.
- Troubleshoot technical issues, investigate root causes, and coordinate resolutions with relevant people.
- Analyze recurring problems and collaborate with Product and Development teams to improve the platform and prevent repeat issues.
- Create and update documentation, user guides, and knowledge base articles.
- Assist with onboarding and training new users.
- Participate in continuous improvement initiatives to improve platform and support processes.
- Guide customers through migration from one system to another, including running trainings and webinars, answering questions, and proactively resolving potential problems.
Benefits
- Competitive salary: 8,300–11,200 PLN gross on CoE or 10,000–13,500 PLN net on B2B, depending on experience.
- Flexible hybrid working, combining office and home-office days.
- Collaborative culture with no micromanagement and honest, open feedback.
- Opportunity to be part of a fast-scaling international group.
- Open company culture with flat hierarchies.
- Individual training and development opportunities.
- Regular team and company events.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
