Customer Support Associate (L1)
HybridSzczecin, West Pomerania, Poland
Job Summary
Monitor the inbound queue in Salesforce Service Cloud and provide first-touch responses within SLA, resolving common login, access, installation, navigation, and basic data questions. Identify core problems behind requests, complete severity and product area fields accurately, and follow troubleshooting scripts and communication standards. Escalate unresolved issues to L2 with complete context including screenshots and logs, while writing clear case notes to maintain Salesforce as a trusted source of truth. Communicate with customers in a warm, professional tone, providing regular status updates until resolution or handoff. Flag recurring issues to propose or draft knowledge base updates and participate in team syncs and training covering SQL, API/Postman, and technical support fundamentals.
Required Qualifications
- English language proficiency at B2 level or above
- Ability to quickly learn the Macrobond platform, datasets, and support processes
- Ability to follow established processes and proactively seek support when needed
- Service-oriented mindset with a focus on delivering a positive customer experience
- Strong attention to detail when handling cases and maintaining documentation
- Basic understanding of economics, financial markets, and analytical concepts
Desired Qualifications
- Degree or studies in Economics, Finance, Business, Data Analytics, or a related field
- Basic knowledge of statistics
- Previous experience (internship, student placement, or professional) in customer support, financial data, or analytical roles
- Familiarity with SaaS support environments and processes
- Strong written communication and organizational skills
- Calm, professional, and customer-focused approach
- Demonstrated reliability, accountability, and effective time management
- Curiosity and eagerness to learn and develop new skills
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