For a project with our client 1010data we are looking for a Support Specialist

1010data travels at the speed of thought to make Big Data discovery easy; they power sub-second responses to analyses run on billions of rows of data. 1010data is defining the way the world interacts with data. With more than 30 trillion rows of data in the private cloud, 1010data is designed to scale to the largest volumes of granular data, the most disparate and varied data sets, and the most complex advanced analytics. All while delivering lightning-quick system performance.

As a member of the Customer Experience team you will handle complex and specialized support tickets and projects in the Support Portals:

  • Support clients on the use of 1010data’s system and Consumer Insights Platform, maintaining a high level of client satisfaction.
  • Handling customer tickets and/or communications to facilitate 24/7 Support Function
  • Assign incidents to Customer Engagement Analyst or Tech team when unable to resolve
  • Actively engage in knowledge sharing and collaboration, by creating/improving knowledge base articles and participating in online communities through posts and comments.
  • Become an expert on customers’ businesses and our retail clients’ data.
  • Act as an advisor to product development teams on reporting tools and features.
  • Act as a liaison between the client and the development teams in order to relay new feature requests, feedback, etc.
  • Escalate to management and appropriate groups when recognizing at-risk accounts and critical issues

You will be bringing…

  • Successful experience of progressive support experience (3-year degree preferable).
  • STEM Bachelor’s degree or significant experience in business analysis or statistics.
  • Experience in a client-facing support role, utilizing multiple support channels, is highly preferred. CPG or retailer business analyst industry experience a plus.
  • Demonstrated elite problem-solving ability.
  • Experience using BI tools or retailer’s supplier portals (MicroStrategy, Cognos, Palantir, etc) is a plus.
  • The ability to communicate instructions/information in a professional, effective and concise manner.
  • Ability to ask appropriate probing questions to determine the cause of issues. Ability to get an instant rapport with customers.
  • Passionate about solving real business problems with Big Data
  • Knowledge-Centered Service (KCS) and Online Community experience are a plus.
  • Handle confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.

In exchange for your skills we offer:

  • Friendly work atmosphere, in a young and international team;
  • Dog-friendly office in the center of historical Kraków;
  • Attractive compensation and benefits incl MultiSports, Generali, Luxmed,... ;
  • Sport and other events, including, weekly running, squash, teamlunch;
  • Free tea, coffee, and all-you-can-eat fruits in the office.

As the client is based in the US, there will be an alignment with the EST timezone.