SBX_CSS Poland Regular

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Job Summary
The SBX_CSS Poland Regular will be responsible for providing technical support and customer service for Hitachi's products and solutions, ensuring high levels of customer satisfaction and efficient resolution of technical issues.

Job Responsibilities
* Provide first and second-line technical support to customers via phone, email, and chat, troubleshooting hardware and software issues.
* Document all customer interactions, technical issues, and resolutions accurately in the designated CRM system.
* Escalate complex or unresolved issues to higher-tier support teams or engineering departments as necessary.
* Collaborate with internal teams, including sales, product development, and quality assurance, to ensure a seamless customer experience.
* Contribute to the creation and maintenance of knowledge base articles and technical documentation.
* Participate in training sessions to stay updated on new products, services, and support procedures.
* Adhere to established service level agreements (SLAs) and key performance indicators (KPIs).
* Proactively identify and suggest improvements to support processes and customer service delivery.

Job Qualifications
* Proven experience in a technical support or customer service role, preferably within the IT or technology industry.
* Strong understanding of IT hardware, software, and networking concepts.
* Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
* Fluency in English, both written and verbal, is essential. Proficiency in Polish is highly advantageous.
* Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
* Ability to work independently and as part of a team in a fast-paced environment.
* Customer-focused with a strong commitment to delivering high-quality service.
* Proficiency with CRM software and ticketing systems.
* Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.