Customer Support Analyst



Job Description


Customer Support Analyst

Location: Wrocław

Are you ready for what’s next, now? Aptean is a fast-growing, dynamic company and we are continuing to expand our new delivery center in Wrocław. We are looking for a Customer Support Analyst to join our support team.

Would you like to help us build something great and develop your career with us? If yes, please look at the job specification below and let’s make history together!

What you will be doing?

  • Technical troubleshooting:

- identifying and resolving technical issues faced by customers,

- analyzing problems, investigating root causes, and providing effective solutions to ensure a seamless experience with the product.

  • Customer assistance:

- acting as a bridge between the customer and the technical team, using clear and empathetic communication. Providing guidance, answering queries, and offering step-by-step instructions to help customers navigate problems or use the product effectively.

  • Develop your product knowledge:

- in-depth knowledge of the product is a must have. Stay updated on its features, updates, and improvements, allowing us to address customer inquiries with accuracy and confidence.

  • Documentation and feedback:

-creating documentation, such as KBs or troubleshooting guides, to assist customers/other agents in resolving common issues independently,

- collecting feedback from customers and relaying it to the development team. 


What do you need to know?

  • have a good understanding of SQL and DBA, frequently you will need to look at job failures, this could be SQL Agent jobs or SSIS package jobs, which most of time are calling specific stored procedures or running scripts.
  • read and understand SQL language at a proficient level to spot the part of the code that is causing issues,
  • write queries that combine data from many tables to identify instances of a specific issue,
  • know English language fluently,
  • have some customer service experience.

What’s in it for you?

  • contract of employment,
  • medical Health-Care package,
  • multisport Card,
  • group Life Insurance,
  • referral bonus program,
  • workcation possibility,
  • flexible working schedule with a start between 8:00-10:00,
  • hybrid model of working (3 days from the office preferable),
  • surprises in the office (ice cream, cold beverages, chocolate etc.),
  • many initiatives and bonding events (we play sports and board games, organize vine testing and exploring the CSR area etc.).


About Aptean:

Aptean is changing. Our ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3700 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.


“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy




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