Customer Service Agent - Afternoon Shift

About SpotOnWe’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real usersRated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra usersAwarded Great Places to Work and Built In’s Best Workplaces for multiple years runningWe move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.Position ObjectiveThe Support Expert I serves as the first point of contact for clients, delivering high-quality support across both software and hardware environments. This role is ideal for professionals who enjoy problem-solving, helping others, and developing technical expertise within a dynamic, technology-driven organization.Our Client Support department includes two specialized teams: Software Support and Technical Support each focused on different aspects of the client experience. The Software Support team provides friendly, knowledgeable assistance to resolve application issues and help clients get the most value from our products, while the Technical Support team delivers expert support for payment devices, printers, and related hardware, ensuring timely resolution of technical and connectivity matters. Based on your strengths, technical aptitude, and career interests, you may further develop expertise aligned with one of these support areas over time.ResponsibilitiesProcess OptimizationFollow standard operating procedures to deliver consistent, high-quality support.Accurately document all client interactions, troubleshooting steps, and resolutions in CRM and ticketing systems (e.g., Talkdesk, Salesforce Service Cloud).Identify recurring questions or issues and share feedback to improve internal processes and knowledge resources.Support the creation and maintenance of client-facing documentation and self-service tools.Technical & Software Support & TroubleshootingTroubleshoot and resolve routine software or technical issues for Restaurant POS systems, payment devices, and peripherals.Guide clients through basic configuration, updates, and usage of POS software features.Perform initial diagnostics and collect relevant logs or data to assist in issue resolution.Escalate complex or unresolved issues to Tier 2 Support while ensuring smooth handoff and accurate case documentation.Learn and apply troubleshooting best practices to continuously strengthen technical proficiency.Client Advocacy & CommunicationCommunicate clearly and professionally mainly across phone, occasionally via chat, and email channels.Translate technical information into easy-to-understand guidance for non-technical users.Demonstrate empathy, patience, and ownership in all client interactions.Act as a client advocate by documenting recurring issues and product feedback for leadership review.Operational Excellence & CollaborationManage multiple support cases efficiently while maintaining SLA and quality standards.Collaborate closely with Tier 2 Support, Training, and QA teams to improve client experience and internal workflows.Participate in team training, calibration, and feedback sessions to build product knowledge and service consistency.Work in a hybrid model: 3 days per week from the office in Kraków, 2 days per week remote work (after probation period).Available from 14:00 to 22:00 Polish time including weekends and Polish bank holidays.Skills & Knowledge1-3 years of professional experience in customer success, call center or related roles.Strong written and verbal English communication skills, with the ability to explain concepts simply and clearly.Foundational troubleshooting and analytical skills for software and hardware environments.Basic understanding of system connectivity and networking fundamentals (Wi-Fi, IP configuration, Bluetooth pairing).Familiarity with CRM or ticketing platforms such as Talkdesk, or Salesforce Service Cloud.Customer-focused mindset with commitment to resolving issues efficiently and accurately.Detail-oriented and organized with the ability to manage multiple priorities.Adaptable to new technologies, evolving processes, and a fast-paced team environment.Willingness to work afternoon shifts, including bank holidays and weekends, as needed.Working knowledge of Restaurant POS software, payment terminals, and peripheral devices (within SaaS environments) preferred.Here’s a bit about what we have to offerCompetitive pay: 5500-8200 PLN gross on CoE (plus bonus!)Fully paid private healthcare in LuxMedAccess to the Worksmile platform with a monthly top-up Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a weekA laptop and essential work equipment provided by the companyNew, modern, bright and comfortable office space in the city centre Access to the company’s libraryGreat working atmosphereChill out room with a PlayStation and gamesFree snacks and beverages in a kitchenCompany parties and social activitiesEmployee referral programRelocation Package within Poland