Customer Service Agent - Call Center - Night Shift

Ovii's Interpretation of the Role

SpotOn seeks a night‑shift Customer Service Agent to be the first point of contact for restaurant clients, handling inbound calls and troubleshooting POS software and hardware. The role blends phone‑based support, basic networking knowledge, and bilingual communication in Polish and English.

Role Snapshot

• Phone‑based customer support
• POS & hardware troubleshooting
• Night‑shift (22:00‑06:00 PL) coverage
• Hybrid office (3 days in Kraków, 2 remote)
• Fluent Polish & strong English
• 1‑3 years call‑center experience

Must-Have Requirements

• Fluent Polish
• Strong English (written & spoken)
• Phone communication
• Customer service mindset
• Basic troubleshooting of POS software and hardware
• Understanding of Wi‑Fi, IP and Bluetooth basics
• CRM/ticketing system logging
• Night‑shift availability (22:00‑06:00 PL)
• Willingness to work weekends and public holidays
• customer success
• call center
• technical support
• Work authorization in the U.S. is required
• Visa sponsorship is not available

Nice-to-Have Signals

• Spanish fluency
• Adaptability to new technologies
• Detail‑oriented organization
• Spanish language

Work Setup

• Location: Kraków, Poland
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Relocation: Relocation package within Poland
• Employment type: Full-Time
• Shift: Night shift (22:00‑06:00 PL)

Eligibility Gates

• Work authorization: U.S. work authorization required
• Visa sponsorship: no

Not Specified in JD

• Visa sponsorship
• Remote eligibility details
• Education requirement

What You'll Likely Work On

• Answer inbound calls, resolve client issues in real time, and ensure a high‑quality experience.
• Diagnose and fix common problems with POS software, payment devices, printers and other peripherals.
• Guide customers through initial setup, updates and everyday platform usage.
• Document every interaction accurately in the CRM/ticketing system.
• Escalate complex cases to Tier 2 with clear context and documentation.
• Identify recurring issues and share insights to improve processes, product, and knowledge base.
• Collaborate with Support, QA and Training teams to continuously raise service quality.

Good Fit If You Have

• Spanish fluency is a strong advantage.
• Adaptable to new technologies and fast‑paced environments.
• Detail‑oriented with ability to juggle multiple priorities.