Customer Service Agent - Call Center - Night Shift

The Support Expert I serves as the first point of contact for clients, delivering high-quality support across both software and hardware environments. This role is ideal for professionals who enjoy problem-solving, helping others, and developing technical expertise within a dynamic, technology-driven organization.

Our Client Support department includes two specialized teams: Software Support and Technical Support each focused on different aspects of the client experience. The Software Support team provides friendly, knowledgeable assistance to resolve application issues and help clients get the most value from our products, while the Technical Support team delivers expert support for payment devices, printers, and related hardware, ensuring timely resolution of technical and connectivity matters. Based on your strengths, technical aptitude, and career interests, you may further develop expertise aligned with one of these support areas over time.

Responsibilities

Primary phone-based customer support - handle inbound calls, resolve issues in real time, and deliver a high-quality client experience

Troubleshoot and resolve common technical issues related to POS systems, payment devices, and peripherals

Guide clients through basic setup, updates, and everyday use of the platform

Accurately log all interactions and actions in CRM/ticketing systems

Escalate complex cases to Tier 2 with clear documentation and context

Identify recurring issues and share insights to improve processes, product, and knowledge base

Collaborate with internal teams (Support, QA, Training) to continuously improve service quality

Requirements

Availability for night shift (22:00 PM to 6:00 AM PL time)

Hybrid work model: 3 days per week in the Kraków office / 2 days remote (after probation)

Willingness to work weekends and public holidays

1–3 years of professional experience in customer success, call center, or related roles

Strong English communication skills (written and spoken), including phone communication with native U.S. clients, 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)

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

Fluency in Spanish and Polish will be a strong advantage

Here’s a bit about what we have to offer

Competitive pay: 7000 - 9000 PLN gross/month + bonus + night shift allowance

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

The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address:
poland-rodo@spoton.com. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy.

Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu:
poland-rodo@spoton.com. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie:
https://pl.spoton.com/privacy-and-cookies-policy.

We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com). If something seems suspicious, please contact us at careers@spoton.com.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

For U.S. based roles, work authorization in the U.S. is required. Visa sponsorship is not available for this role.

SpotOn is an E-Verify company.