About the Role
Job Title: Technical Customer Service Specialist Seniority: Mid or Senior Location: Gdańsk, Poland Type: Full-time Work model: hybrid work setup Type of contract: contract of employment 📌 About the position We are looking for an experienced Technical Customer Service Specialist to join our regional second-level technical support team in Poland within the Market Enablement domain. The core responsibility of the role is resolving technical issues affecting customers, schools, and institutions using our digital product offering in Poland. In this role you’re collaborating closely with the 1st level customer service team and various local and international tech teams, supported by the rest of the tech support team. The team is working in a hybrid mode, so occasional office presence is required. The technical issues we face can be complex, and it is not uncommon to have to reach out to multiple teams and people – both internal and external – in order to troubleshoot and resolve the issue at hand. Sometimes an issue may require software development, and in that case you’re gathering the relevant information for the development teams, so they can start fixing the problem right away. Ideally anything else you can resolve independently with support from your colleagues. In many cases you’re in direct contact with the customers, and you keep them updated and informed in a professional manner. You’re the champion of the customer within the company. You see to it that their issues get resolved, either by you or someone else. Must-have Requirements ✅ Native level Polish skills ✅ Good professional English skills ✅ Located in Poland, preferably Gdansk area ✅ Good basic IT skills and experience using common business software e.g. Excel ✅ Excellent problem solving skills and experience troubleshooting complex technical issues ✅ Experience using common customer service tools e.g. ticketing systems and associated processes ✅ Great communication skills and empathy for the end users ✅ Curiosity, flexibility and positive attitude ✅ Ability to work independently and willingness to learn new things ✅ Active, “get things done” mindset Not a necessity, but it’d be nice if… 💠 You have working knowledge about system integrations, API’s, software development 💠 You have previous experience in the educational industry, or even better: 💠 Sanoma products and services 💠 You have experience with Jira & Confluence 💠 You have experience working in a multinational/cultural environment ❤️ About Us Join the Learning Analytics team at Sanoma Learning, where we transform educational data into actionable insights that drive better learning outcomes for millions of students across Europe. Our team focuses on student performance metrics, teacher effectiveness insights, and product usage analytics to continuously improve our educational products. We’re a dynamic, international team that values initiative, collaboration, and data-driven decision making. If you’re passionate about education technology and want to make a real impact on how students learn, we’d love to hear from you. ✨Benefits: Medical insurance Employee group insurance Multisport card Vacation allowance Computer glass allowance About Sanoma Learning How do you prepare students for the world, engage their curiosity and inspire them to grow? That is the main question of teachers all around the world. At Sanoma Learning, it has always been our mission to help to find and develop best-in-class answers to this question. If you join us, it means that you embark on an exciting journey to help shape the future of learning for primary, secondary and vocational education. We believe that your journey is our success as a company. Sanoma Learning is a leading K12 European learning company, operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child to reach their potential. By offering printed and digital learning content, as well as digital learning and teaching platforms for primary, secondary and vocational education, we want to grow our positive impact on learning across Europe. With over 3000 employees, we help shape the future of education for 25+ million of students. So, are you ready to start your journey to help shape the future of learning and help teachers to support all students to reach their potential? Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics. At Sanoma Learning, it's our mission to help teacher to support all students to reach their potential. If you join us, it means that you embark on an exciting journey to help shape the future of learning for primary, secondary and vocational education. We develop methods and technology that have a positive impact on millions of young minds. With curiosity and ambition in your DNA, you are also on a learning journey yourself, since you play a pivotal role in building the leading learning company that we are. You have a deep-rooted passion for learning. You are up for a challenge. You will be confronted with positive change. And we can promise you one thing: it will be exciting. Working at Sanoma Learning is as much about you as it is about us. About what you need to help shape the future of learning. But above all, about who you are. Because we recognise that diversity in our teams increases our understanding of the people and communities we serve. That’s why we welcome everybody as their true self.