Technical Product Support Specialist (m/f/d)

Warsaw, Poland Full-Time

Apply Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 roku o Ochronie Danych Osobowych; tekst jednolity: Dz. U. z 2002r. Nr 101, poz. 926 ze zm.).

Technical Product Support Specialist (m/f/d)

Warsaw, Poland Full-Time

Apply Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 roku o Ochronie Danych Osobowych; tekst jednolity: Dz. U. z 2002r. Nr 101, poz. 926 ze zm.).

The Westwing mission is to inspire and make every home a beautiful home. We are on a quest to bring the wonders of eCommerce for home & living to our more than 1.5 million active customers in 11 countries. In only 10 years on the market, we have grown to more than 433 million Euros in annual revenue. More importantly, the opportunity ahead of us is massive.   

The 
Westwing team is the secret to our success. Our more than 1,700 team members balance creativity and style with innovative technology and strong business fundamentals. We are proud to be working with inspiring colleagues who are smart, fun, ambitious, and looking for the challenge to transform an industry and take it into the future. 

Do you think this could be you? To pursue our ambitious growth strategy, we are looking for a Technical Product Support Specialist (m/f/d). In this position, you will be in the lead to channel and directly handle standard application support requests from our business teams.

Your responsibilities will be:

  • First point of contact with our international business teams; answering their support requests, coaching them on system applications and processes
  • Understanding well our highly connected backend systems and processes to detect potential root causes of an issue
  • Managing user accounts, permissions, as well as answering questions on how to use tools correctly
  • Working closely with and, at times, even within your responsible IT teams to get deep knowledge of the systems
  • Solving simple/standard problems on your own; if not possible, preparing the first analysis for further escalation to the correct engineering team
  • Noting down recurring issues to prioritize them and bring them to the correct engineering teams afterwards 
  • Reporting periodically on the Support service delivered
  • Documenting resolutions, workarounds and processes in our knowledge base
  • Participating on process improvement initiatives
  • Performing calls with users whenever it’s necessary to solve an issue

You come with:

  • Strong communication and time management
  • User at heart: you are customer-centric and happy to help people to solve their issues
  • Excellent logical thinking 
  • Strong troubleshooting and problem solving skills
  • Basic knowledge of SQL and understanding of IT infrastructure (network, operational systems, servers, etc). 
  • Comfortable working under pressure
  • Experience using ticket management systems and knowledge base management system, ideally the Atlassian suite (Jira, Confluence, etc)
  • Familiar with the concepts of the ITIL framework
  • Experience in IT service operations (especially, L1) is a great plus. 
  • Very good English skills. Other languages are a plus

We offer:

  • High degrees of responsibility and autonomy
  • Great opportunities for personal and professional growth
  • Attractive working environment in a dynamically growing eCommerce sector involving steep training curves and flat command structure
  • A highly talented, dynamic, and international team
  • A profound career development planning and focus on helping you to improve your skills and grow professionally

Location: Warsaw or remote in Poland
Contact Person: Sabrina Zdunek
Requisition Number: 2303

Interested? Looking forward to your full application under specification of your possible starting date and salary expectation.

Apply Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 roku o Ochronie Danych Osobowych; tekst jednolity: Dz. U. z 2002r. Nr 101, poz. 926 ze zm.).