Technical Customer Support Representative

Macmillan Education, a leading publisher in English language materials and digital solutions, is seeking

 Technical Customer Support Representative (temporary / hourly based)

Reporting to the Customer Support Team Leader (Warsaw hub), you will be responsible for providing first and second line support to users of Macmillan Education digital products.

You will be a key member of the Customer Experience and Support team and will play an important part in supporting our customers. You will advise customers on how to use our products and address specific user issues. You will also provide some technical support through our main contact channels. You will manage user issues from initiation through to resolution liaising between customers and escalation teams where necessary.

Your tasks include: 

·       Fixing end-user issues (school administrators, teachers, and students)

·       Answering how-to questions

·       Supporting Macmillan Education online and offline digital products

·       Dealing with different teams when managing escalations

The ideal applicant will be someone with customer service experience looking to grow into supporting more complex technical queries. They will utilise their existing skills to replicate, troubleshoot, and resolve simple technical issues while at the same time providing excellent customer service to a growing client base and will also:

·       Have excellent customer service skills (written and spoken)

·       Have excellent verbal and written communication skills in English and Polish (additional languages will also be a plus)

·       Have troubleshooting and analytical skills

·       Be patient and a self-starter

·       Have a keen eye for detail and the ability to learn very specific information quickly

·       Have some technical understanding of digital platforms and be keen to learn further