Customer - facing role at C.H. Robinson supporting carrier partners through payment - related inquiries. Managing inbound communications and ensuring timely resolution of payment issues.
About the role
- Customer Service Agent providing support for Restaurant POS systems at SpotOn. Ensuring high-quality client interactions and troubleshooting various technical issues.
Responsibilities
- Follow 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.
- Troubleshoot 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.
- Communicate 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.
- Manage 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).
Requirements
- 1-3 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.
Benefits
- Fully paid private healthcare in LuxMed
- Access 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 week
- A laptop and essential work equipment provided by the company
- New, modern, bright and comfortable office space in the city centre
- Access to the company’s library
- Great working atmosphere
- Chill out room with a PlayStation and games
- Free snacks and beverages in a kitchen
- Company parties and social activities
- Employee referral program
- Relocation Package within Poland
Job title
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