📍 Job Overview

Job Title: Technical Support Specialist - L1 Agent with German
Company: Concentrix
Location: Szczecin, Zachodniopomorskie, Poland
Job Type: On-site
Category: Customer Support
Date Posted: June 1, 2025
Experience Level: Entry-level to Intermediate (0-2 years)
Remote Status: On-site

🚀 Role Summary

Provide first-line technical support to external users via phone, email, and chat.
Diagnose and resolve routine technical issues related to hardware, software, or client products.
Collaborate with level 2 support to identify and address emerging technical issues.
Ensure high-quality customer service and maintain a customer-oriented approach.
Fluent in German (C1/B2) and English (B2) with strong communication skills.

📝 Enhancement Note: This role requires strong language skills and a customer-focused mindset, making it an excellent entry point for individuals interested in building a career in technical support or customer service within the IT industry.

💻 Primary Responsibilities

Technical Support: Provide assistance to external users via phone, email, and chat, diagnosing and resolving technical issues related to hardware, software, or client products.
Troubleshooting: Identify, diagnose, and resolve technical problems, ensuring high-quality customer service.
Collaboration: Work closely with level 2 support to escalate complex issues and contribute to problem-solving processes.
Customer Service: Maintain a customer-oriented approach, ensuring user satisfaction and addressing user concerns professionally.
Communication: Effectively communicate technical information to non-technical users, providing clear and concise explanations and solutions.

📝 Enhancement Note: This role requires a strong problem-solving attitude, as well as the ability to remain calm and composed under pressure when dealing with frustrated customers.

🎓 Skills & Qualifications

Education: High school diploma or equivalent; relevant college degree is a plus.

Experience: Previous experience in customer service or a related field is beneficial but not required.

Required Skills:

Fluent in German (C1/B2) and English (B2)
Strong communication skills, both written and verbal
Good PC proficiency and basic knowledge of networking technologies
Excellent problem-solving skills and attention to detail
Customer-oriented mindset with a focus on user satisfaction

Preferred Skills:

Previous experience in technical support or customer service
Familiarity with CRM systems and ticketing tools
Basic knowledge of ITIL (Information Technology Infrastructure Library) principles

📝 Enhancement Note: While not explicitly stated, having some basic technical knowledge, such as understanding of operating systems, hardware components, and common software applications, would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

N/A - This role does not require a technical portfolio, as it focuses on customer support rather than web development or server administration.

Technical Documentation:

N/A - This role does not require technical documentation, as it focuses on customer support rather than web development or server administration.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not provided. According to Glassdoor, the average salary for a Technical Support Specialist in Szczecin, Poland, is approximately PLN 4,500 - 6,500 (EUR 950 - 1,370) per month, depending on experience and qualifications.

Benefits:

Employment Contract
Working time: 9:00 AM - 6:00 PM, Monday - Friday, with one week per month working until 10:00 PM
Medical Services
Private Medical Care
Group Insurance Program
Sports and Leisure Program

Working Hours: Full-time employment, with a flexible schedule that may include working evenings and weekends on a rotating basis.

📝 Enhancement Note: The salary range provided is based on market research and may vary depending on individual qualifications, experience, and company-specific factors.

🎯 Team & Company Context

Company Culture:

Industry: Business Process Outsourcing (BPO)
Company Size: Medium (400+ employees)
Founded: Concentrix was founded in 1989 and has since grown into a global business services company with over 100,000 employees worldwide.

Team Structure:

The Technical Support team consists of level 1 and level 2 support specialists, working together to provide comprehensive assistance to external users.
The team is part of a larger organization that offers a range of business services, including customer care, technical support, and sales support.

Development Methodology:

Concentrix follows a structured approach to customer support, focusing on first contact resolution, customer satisfaction, and continuous improvement.
The company utilizes CRM systems and ticketing tools to manage customer interactions and track performance metrics.

Company Website: Concentrix

📝 Enhancement Note: While not explicitly stated, it can be inferred that Concentrix values a customer-centric approach, continuous learning, and team collaboration in its support operations.

📈 Career & Growth Analysis

Technical Support Career Level: Entry-level to Intermediate (0-2 years)

Reporting Structure: This role reports directly to the Team Lead or Supervisor of the Technical Support team.

Technical Impact: Technical Support Specialists have a direct impact on customer satisfaction and user experience by providing timely and effective solutions to technical issues.

Growth Opportunities:

Promotion to Level 2 Support Specialist: With experience and demonstrated proficiency, Technical Support Specialists may advance to level 2 support, where they handle more complex issues and provide guidance to level 1 specialists.
Career Transition: Gaining experience in technical support can open up opportunities in related fields, such as IT consulting, technical writing, or quality assurance.

📝 Enhancement Note: While the company does not explicitly mention career progression paths, it is reasonable to expect that strong performers may have opportunities to advance within the organization or transition to related roles.

🌐 Work Environment

Office Type: On-site, with a collaborative and customer-focused work environment.

Office Location(s): Szczecin, Poland

Workspace Context:

The Szczecin office is part of a larger global network of Concentrix locations, fostering a diverse and multicultural work environment.
The office is equipped with modern tools and technologies to support customer support operations, such as CRM systems, ticketing tools, and communication platforms.

Work Schedule: Full-time employment, with a flexible schedule that may include working evenings and weekends on a rotating basis.

📝 Enhancement Note: While the company does not explicitly mention remote work options, it is possible that flexible or hybrid work arrangements may be available, depending on the specific needs of the business and the employee.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screening: A brief conversation to assess language skills, communication, and basic problem-solving abilities.
Technical Assessment: A hands-on exercise or case study to evaluate troubleshooting skills, attention to detail, and customer focus.
Final Interview: A discussion with the hiring manager or team lead to assess cultural fit, motivation, and long-term career goals.

Portfolio Review Tips: N/A - This role does not require a technical portfolio.

Technical Challenge Preparation:

Familiarize yourself with common technical support scenarios and troubleshooting processes.
Brush up on your German and English language skills, focusing on technical terminology and customer service phrases.
Prepare examples of when you have gone above and beyond to help a customer or resolve a complex issue.

ATS Keywords: Customer Support, Technical Support, Troubleshooting, Problem-Solving, Customer Service, Language Skills, German, English, PC Proficiency, Networking Technologies, CRM, Ticketing Tools

📝 Enhancement Note: While the interview process is not explicitly outlined, it is reasonable to expect a combination of language assessments, technical evaluations, and behavioral interviews to assess the candidate's fit for the role.

🛠 Technology Stack & Web Infrastructure

Technology Stack: N/A - This role does not require a specific technology stack, as it focuses on customer support rather than web development or server administration.

📝 Enhancement Note: While not explicitly stated, it is reasonable to expect that the company utilizes various tools and technologies to support its customer support operations, such as CRM systems, ticketing tools, and communication platforms.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Concentrix places a strong emphasis on customer satisfaction and first contact resolution.
Continuous Learning: The company values employees who are proactive in developing their skills and staying up-to-date with the latest technologies and best practices.
Team Collaboration: Concentrix fosters a collaborative work environment, where team members support one another to achieve common goals.

Collaboration Style:

Cross-Functional Collaboration: The Technical Support team works closely with other departments, such as sales and marketing, to ensure that customer needs are met and that feedback is incorporated into product development.
Peer Support: Team members collaborate to share knowledge, troubleshoot complex issues, and improve overall performance.
Regular Communication: The company encourages open and transparent communication, with regular team meetings and one-on-one check-ins to discuss progress, challenges, and opportunities for growth.

📝 Enhancement Note: While the company does not explicitly mention its values, it is reasonable to infer that Concentrix prioritizes customer focus, continuous learning, and team collaboration in its support operations.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling Frustrated Customers: Technical Support Specialists must remain calm and composed when dealing with frustrated or upset customers, effectively managing their emotions while providing solutions to technical issues.
Escalating Complex Issues: When faced with complex or unusual problems, Technical Support Specialists must be able to escalate issues to level 2 support or other relevant teams, clearly communicating the problem and providing relevant context.
Keeping Up with Technology: The fast-paced nature of the IT industry requires Technical Support Specialists to stay up-to-date with the latest technologies, trends, and best practices.

Learning & Development Opportunities:

On-the-Job Training: Concentrix offers opportunities for employees to learn and develop their skills through hands-on experience, mentorship, and coaching.
Formal Training Programs: The company provides access to various training programs and resources to help employees advance their careers and stay current with industry trends.
Conferences and Events: Concentrix encourages employees to attend industry conferences, workshops, and other professional development events to expand their knowledge and network.

📝 Enhancement Note: While the company does not explicitly mention growth opportunities, it is reasonable to expect that strong performers may have opportunities to advance within the organization or transition to related roles.

💡 Interview Preparation

Technical Questions:

Language Skills: Prepare for language assessments in German and English, focusing on technical terminology and customer service phrases.
Troubleshooting Scenarios: Familiarize yourself with common technical support scenarios and troubleshooting processes, preparing examples of how you have successfully resolved technical issues in the past.
Customer Service Scenarios: Prepare for behavioral interviews that assess your ability to handle difficult customers, manage emotions, and provide exceptional customer service.

Company & Culture Questions:

Company Knowledge: Research Concentrix's history, mission, and values, preparing thoughtful questions to demonstrate your interest in and understanding of the organization.
Team Dynamics: Prepare questions that showcase your understanding of the role and your fit within the team, such as how you approach collaboration, communication, and problem-solving in a team environment.
Career Growth: Prepare questions that demonstrate your long-term career goals and how this role fits into your professional development plan.

Portfolio Presentation Strategy: N/A - This role does not require a technical portfolio.

📝 Enhancement Note: While the interview process is not explicitly outlined, it is reasonable to expect a combination of language assessments, technical evaluations, and behavioral interviews to assess the candidate's fit for the role.

📌 Application Steps

To apply for this Technical Support Specialist - L1 Agent with German position:

Submit your application through the Concentrix careers portal.
Prepare for language assessments in German and English, focusing on technical terminology and customer service phrases.
Familiarize yourself with common technical support scenarios and troubleshooting processes, preparing examples of how you have successfully resolved technical issues in the past.
Research Concentrix's history, mission, and values, preparing thoughtful questions to demonstrate your interest in and understanding of the organization.
Prepare questions that showcase your understanding of the role and your fit within the team, such as how you approach collaboration, communication, and problem-solving in a team environment.
Prepare questions that demonstrate your long-term career goals and how this role fits into your professional development plan.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist - L1 Agent with German