Title: Technical Support Specialist
Location: Krakow
Work Model: Remote
Experience: 2+ years
We’re looking for a Technical Support Specialist to join Video Division and support innovative video surveillance and security solutions used by customers globally.
In this role, you’ll troubleshoot complex hardware, software, networking, and system issues, while providing an exceptional customer experience across phone, email, chat, and remote support.
What you’ll do
- Troubleshoot hardware, software, system, and network issues remotely
- Diagnose and resolve customer technical issues and escalate complex cases when required
- Document technical information and solutions in CRM/case management systems
- Manage customer calls, tickets, emails, chats, repairs, and escalations
- Collaborate with regional and global technical support teams
- Keep customers informed and effectively manage expectations
- Provide after-hours and weekend emergency support when required
- Continuously learn new technologies, products, and troubleshooting techniques
What we’re looking for
- 2+ years of technical customer support experience
- Strong experience troubleshooting hardware and software
- Experience with installation, configuration, and technical troubleshooting
- Good understanding of networking and IT concepts
- Excellent problem-solving and time-management skills
- Strong spoken and written English communication
- Experience working with a CRM/ticketing/case management platform
- Ability to work independently and collaborate with global teams
- Strong attention to detail and ability to handle critical technical issues
