O stanowisku
In this hybrid role you handle day-to-day customer requests while driving automation and continuous improvement. You ensure high-quality ticket handling, spot patterns, and help reduce avoidable tickets through AI-assisted solutions and workflow optimization.
Za co będziesz odpowiadać
handle recurring and standard tickets with accuracy and customer focus; ensure correct categorization and data quality
prepare clear, structured escalations and maintain the knowledge base and contribute to documentation (ServiceNow)
analyze tickets to identify automation candidates. Support routing and classification logic and prompt design
monitor automation outcomes and recommend enhancements. Contribute to recurring reporting and simple dashboards
1–3 years in support/service operations or a related customer-facing role; strong English skills
customer-first mindset with solid Process adherence and attention to detail
analytical curiosity and ability to recognize patterns and propose improvements
working familiarity with basic automation concepts/tools and willingness to learn prompt engineering